 Possess excellent management skills, capable of leading & motivating individuals to maximize levels of productivity; knack for motivating team for exceeding customer expectations in delivery of committed services Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT Expert in setting up and rolling out successful complaint management in service environment, overachieving expectations and exceeding all set goals by enduring excellent customer relationships Expertise in concepts of end-to-end project management from scope management, to activity sequencing, cost estimation, risk analysis to quality management in line with organizational guidelines and norms Excellence in setting & meeting KPI targets and planning areas of improvement or development; assessing training needs and designing training programs geared towards optimizing knowledge Added value to the efforts of the organization & drove organizational objectives by successfully implementing improvement projects, customer migration, process standardization, work load balance planning, audit & communications Implemented best practices across process operations within global delivery frameworks Credited for converting maximum number of potential clients to active billing client; merit of driving the team to achieve target &forecast from last 3 years as Portfolio Manager