Assured performance excellence for multiple consecutive clients through different geological locations. Cultivated strong & healthy client relationships to assure business continuity, organic growth, up-sell and cross-sell. Accountable for supporting operational heads of program and functional areas managers in the creation of strategic goals and plans towards client success. Build financial budgets and forecast plans along with improvement plans towards financial achievements

Built a strong business partnership with clients in order to promote business growth. Developed Client Services Supervisors and Process Optimization experts in order to deliver best in class solutions for lines of businesses. Assured financial accuracy with creation of yearly budgets, quarterly/monthly forecast with a precision above 95%/for 4 consecutive years; furthermore, helped develop long term GP improvement strategies. Kept best in class KPI compliance by assuring the creation of ad-hoc project to evolving business needs and assuring proper change management strategies in place.

Achieved client targets by expertly managing team activities and key operational processes and procedures. Built a strong, resilient team by identifying and onboarding highly qualified candidates for key front-line and senior management positions. Increased employee performance with motivational strategies, hands-on coaching, and fair discipline.

Maintained production quality by developing a strong team of critical thinkers capable of anticipating emerging business needs. Contributed to business decision-making by supporting a team of experts towards drafting and distributing CTQ KPI reports. Coordinated and executed new client implementations to assure proper and structured onboarding of new lines of business.

Maximized employee performance with effective training and close mentoring. Boosted efficiency by assuring continuous team development towards metrics consecution.

Implemented continuous improvement initiatives to improve efficiency and performance. Helped optimize QA processes by compiling data and tracking performance.

Recaptured customer loyalty with expertise in de-escalating conflicts and building personalized solutions