- Responsible in establishing trustful relationships with clients- Discovering clients needs, building and organising the team required for achieving results- Managing project activities and deliverables, controlling on-time results delivery and financial success of the project- Deep understanding and experience of procurement management and invoicing processes- Utilize Project Management Tools effectively such as Jira Project Management and MS Project- Actively participating in the continuous development and transformation of the organisation- Actively particiating in Sales and Business Development initiatives in order to gain new clients and expand business with existing clients- Strong understanding of Product Life Cycle Development / Stages- Implementation of project management best practices and approach such as Waterwall and Agile Methodology

- Delivery to project objectives within project scope, timeline and budget- Develop and execute delivery and quality management plans to support a project end-to-end- Drive continuous project improvements and efficiencies- Deliver required performance metrics and KPI at or exceeding expectations- Analyze and evaluate statistical reports to proactively identify and improve DPAs and team results to, in-turn, improve client satisfaction- Actively participate in WBR, MBR & some QBR meetings to establish and grow client relationshipsCommunicate, with all stakeholders, in a timely, clear and concise manner- Ensure DPAs/Operations have access to required tools, guidelines and other project resources to meet project requirements- Solicit and use input and feedback from client, Appen managers, operations supervisors and DPAs to help drive efficiencies and improve quality plans- Provide regular project status reporting and in-depth analysis when required- Facilitate training and mentoring of new and existing Appen staff- Adapt to changing project needs and expectations- Participate in program improvements, initiatives, and committee work as assigned

- Pioneered / Program Lead of Chat Support Workstream - Project Management Cadet – owner of multiple side projects and processimprovements. - Assigned as a Training Support for Technical Product and Process Training.- Ensure that trainees have access to all the tools needed by developing IT accessmap.- Standardized training assessments and certifications of training assessment auditors.- Lead for the Academy Bay (nesting) in order to managethe day to day activities of each wave and served as the point of contact for allnesting related concerns.- Provided directions to US and Local SMEs during Academy Bay for a continuoustailored support.- Provided directions to the Supervisors and Quality Analysts assigned to doAcademy Bay call quality audits.- Supervisor and agent mentorship.- Quality Team Supervisor / POC managing 3 – 4 Quality Analystsresponsible for reports creation, data analysis, training assessment completionand call audits.- Oracle Service Cloud (OSC) / CRM Super-User - Spearheaded program to promote engagement and continuoustalent development.- Conduct Annual Performance Review, Annual Business Reviews and Monthly Business Reviews.- Worked closely with the Operations Managers, Training and DevelopmentTeam, Project Managers and Tower Leads to identify projects for improvements,team challenges and formulate action plans.

- Managing 10 - 15 Support Analysts or Specialists each having a unique job role- Gather requirements for a particular process as outlined by current subject matter expert.- Facilitate training of Support Specialist on new process. - Pro-actively identify issues that might derail process hand-off to team. - Provide feedback to business regarding timelines, priorities, & road blocks as they happen- Find ways to add value to existing processes- Promote team internally to find other areas of efficiency- Develop a handshake process between local team member and NAM based employee to ensure support process is properly transitioned- Ensure appropriate cross training is happening within the team to foster career growth and redundancy during absences- Managing headcount hiring pace, quantity and quality- Implementing and identifying team goals- Managing operations analyst day to day functions - Responsible in annual performance evaluation of direct reports - Responsible in the distribution of process/project assigned by counterpart

- Managing 10 - 15 Level 2 and 3 Technical Support Engineers- Responsible in handling phone and email escalations and provide the best solution to customer's issue- Evaluate TSEs technical knowledge and call handling skills and provide immediate feedback as needed- Responsible in identifying key performance indicators and set goals and make adjustments depending on business needs- Provide performance feedback to TSEs during weekly coaching and annual performance review- Identify team challenges and formulate action plans based on the data gathered- Prepare weekly and monthly reports, presentation of performance deck during Monthly and Quartery Performance Review to the upper management- Drive revenue growth, promote customer satisfaction and customer centricity- Involved in end-to-end process of hiring and deployment of new TSEs- Involved in various site wide activies such Employee Engagement, Strategic Planning, Process Improvement and Continuous People Development- Collaborate and maintain a strong relationship between different LOB leaders, managers and channel partners- Deep understanding of workforce metrics such as SLA, Abandonment Rate, Automatic Call Distribution, Agent Utilization etc.- Responsible in activation of Business Continuity Plan in case of emergency and disaster