Responsible for day to day strategy and implementation of initiatives for Contact Center Operations including Resource Planning, MIS, Training and Quality, for Distribution Processing Team. Involved in planning, organizing, and managing all operational activities within the departments to ensure the Service Level Metrics are met. Implemented continuous improvement initiatives to drive operations and ensure maximum productivity and efficiencies. Developed a high performing contact center management team. Also processed fulfillment orders with the team.Projects & Accomplishments: • Audited fulfillment orders not only for accuracy but also to mitigate any errors that may impact revenue recognition.• Tracked team quality overall and individually, scheduling regular 1 on 1 sessions to review performance. Distribution Processor performance is tracked via scorecard. These scorecards are reviewed as part of each 1 on 1.• Acted as liaison between Distribution team and sales, and customer service. Prioritize Revenue and Rush orders over Non-Revenue change orders, however ensuring the change orders are still completed in a timely fashion.• Met team productivity goal of processing Revenue orders in less than 1.5 days, and Non-Revenue orders in less than 2 days.

Oversaw and maintained call center operations at Manchester including its staff, facilities, client satisfaction, call rates, volumes etc. Managed and improved call center performance, staffing ratio goals, and financial goals. Built relationships with clients and hosted clients during call center visits. Worked with supervisory staff to develop, mentor, and train all call center staff. Created a positive, safe, and motivating work environment. Ensured high standards of knowledge and adherence to protocols. handled calls, orders and emails with the team and also processed fulfillment orders.Projects & Accomplishments: • Implemented Channel Partner CRM, promoting Partner Self Service Order Entry and Inquiry Resolution/Reduction which reduced manual order entries by 35% of volume and cut operational cost per transaction to “$0”.• Led the One Touch Contact Resolution project for reducing the contact points for resolving customer issues and able to achieve One Touch Contact Resolution to enhance customer experience. Involved in documenting processes and procedures, providing easy access to information, and training partners and customers for achieving desired results• Web Self Service/Americas GEO Lead, EDI (Electronic Data Integration). • Instrumental in the setup and later the ongoing implementation of EDI at Autodesk. Partnered with the Program Management Team, Sterling Commerce (the middleware vendor), and IT to develop and roll out the EDI and Web Self Service tools for channel partners.• Two time winner of the Go the Extra Mile award