Supervised and managed a dynamic team of 21 Data Associates, ensuring adherence to performance metrics on a weekly basis while providing guidance and coaching.Monitored real-time performance metrics from QuickSight dashboards and generating insights to recommend strategies for achieving core deliverables for week/month.Demonstrated subject matter expertise in handling escalation calls and WBR meetings regarding complex issues, ensuring optimal resolution.Coordinated with global stakeholders on critical convention decisions to enhance customer deliverables.Collaborated closely with the technical team and senior management to enhance and develop new tools and dashboards, enabling process automation and alignment with key metrics.In response to ad hoc requests raised by internal stakeholders, performed deep-dive analysis for specific business problems, contributing to informed decision-making.Responsible for task allocation for 500+ agents based on skillset, adapting in real-time and cross utilizing agents as required for optimal Service Level (SL) management in line with client requirements.

My responsibilities included providing essential backend support services for Alexa devices. This involved ensuring data accuracy, optimizing algorithms and contributing to the continuous improvement of Alexa's machine learning capabilities.Mentoring new hires during the training period to ensure smooth transition to production.Collaborated with cross-functional teams to identify areas for process improvement, contributing insights and expertise to streamline procedures.Maintained a consistent track record of driving results, prioritizing customer metric, effectively managing complex and ambiguous data while adhering to operational goals.