• Conducted comprehensive risk assessments and audits to identify vulnerabilities related to equipment breakdown and business interruption.• Monitored and reported on key performance related to loss prevention efforts, using data to drive improvements and inform strategic decisions.• Delivered training and support to staff on best practices for equipment maintenance and risk management to prevent potential losses.

Supervised and managed a team of 20-25 customer service representatives, overseeing daily operations and ensuring adherence to company policies and performance standards.• Implemented and optimized customer service processes to enhance efficiency and effectiveness, resulting in a 10% improvement in customer satisfaction scores.• Provided training, coaching, and performance feedback to team members, fostering professional development and achieving a 10-15% increase in employee retention.• Monitored and analyzed key performance indicators (KPIs), such as call handling times, first-call resolution rates, and customer satisfaction metrics, to drive improvements and achieve service goals.• Developed and executed strategies for resolving complex customer issues, ensuring timely and satisfactory resolutions while maintaining high levels of customer service.• Collaborated with other departments to address and resolve systemic issues, contributing to overall process improvements and enhanced customer experience.• Prepared and presented regular reports on team performance, customer feedback, and operational metrics to senior management, identifying trends and recommending actionable solutions.• Led initiatives to streamline workflows and implement new technologies, improving call center productivity and reducing operational costs.

• Served as the first line of response for IoT-related issues, providing timely support for installations, troubleshooting, and maintenance of sensor systems.• Assisted in the installation, configuration & Disgnostics of IoT sensors and devices, ensuring proper integration with existing systems and adherence to technical specifications.• Documented installation procedures, technical issues, and resolutions, contributing to the development of knowledge base and best practices.

• Oversaw facilities operations across multiple locations, ensuring the maintenance and functionality of buildings and equipment in alignment with company standards and regulatory requirements.• Coordinated and managed facility maintenance activities, including HVAC systems, electrical, plumbing, and general repairs, to ensure a safe and efficient working environment.• Managed vendor relationships, including negotiating contracts, overseeing service delivery, and ensuring compliance with service level agreements (SLAs) and safety standards.• Responded to emergency situations, coordinating with emergency services and internal teams to address urgent issues and minimize disruptions to operations.

Production Processing Analyst:• Analyzed and optimized production processes to enhance efficiency and output.• Coordinated with cross-functional teams to resolve and implement corrective actions. Reducing manpower needed by 50%.• Generated detailed reports on production performance, including metrics on output, waste, and efficiency to support data-driven decision-making.Machine Operator Lead• Led a team of machine operators, providing training, guidance, and support to ensure optimal performance and adherence to safety protocols.• Operated and maintained machinery used in paper distribution, including setting up machines, adjusting settings, and performing routine maintenance.• Troubleshot and resolved equipment malfunctions promptly to minimize production delays and maintain operational efficiency.• Managed production schedules and ensured timely completion of orders, coordinating with other departments to meet delivery deadlines.