Manage a Global Delivery Team of 15+ members across 24/7 shift round the clock.Create Weekly, Monthly and Quarterly business review reports.Schedule project milestones and ensure objectives are met.Analyzed project plans, identified issues, and resolve effectively.Trained and mentored team members & Engineers.Developed project scope and collaborated with stakeholders to management for its implementation.Set-up, manage and improve standards and procedures within the team.Responsible for meeting all KPI's for the team and the project.Document, manage and communicate project issues, risks, and action items.Responsible for all yearly appraisals and ratings for entire team span.Set clear objectives, evaluate progress and instill a high-performance culture with focus on team work service excellence and ownership.Manage external vendors including QA and software development studios to help expedite increase project workload.Gap analysis, which identifies areas where current and future expectations are not being met.Planned and managed programs to meet service delivery, quality and cost goals.

• Supporting the MModal Employee with issues related to their system and software’s they work on to transcript. • Ensure smooth running of the process by giving timely resolution and fast support.• Working on Active Directory .

• Team Leader for HP Process in Wipro.• Incident Management - Training agents on ticketing, scheduling and end to end interaction.• Team Leader to ensure the parameters are met adhering to the process• Position to Train and Supervise 30+ agents. Foster an environment in which guest enjoys high level of service and employees are motivated to deliver top performance. • Manage Technical and Process based training. • Ensure swift resolution of customer issues to preserve customer loyalty while complying with company policies. • Taking team huddles and ensure there is knowledge growth.• Interacting with clients on Con Call and sharing technical documents & data weekly and sharing with other members.• Ensuring that Process KPI’s are met on a regular basis• Ensure that compliance is followed by team members during interactions with clients. • Ensure the AHT is maintained day on day to ensure calls are picked on desired ASA and the Service Level is met for the day.• Increasing technical knowledge of ASG by facilitating them with technical training.• Taking review of DRs to ensure they know their strength and weakness. Taking Team huddles and ensuring good practices are shared.• Knowledge sharing with ASG, floor agents on top calls generators (TCG) on why the issues are occurring• Working on TCG in lab, finding solution and publishing documents• Taking Resbay (Outliers in resolution) Training• Creating technical video which in turn helps any trainee to know the resolution better• Taking technical escalations• Publishing technical documents.• Ensured swift resolution of customer issues to preserve customer loyalty while complying with company policies.• Served as special taskforce charged with turning around underperforming agents of floor and FIT Teams. In the process and product, and contributed to significant improvements in customer satisfaction

PROCESS ACHIEVEMENT:• GOT AWARDED FOR TOP PERFORMER AWARD DURING THE HOLIDAY SEASON.• AWARDED FOR EXCEPTIONAL PERFORMANCE FOR FIRST CALL RESOLUTION (FCR) IN JULY 2008.• AWARDED AS THE BEST NEW HIRE TRAINER FOR 3 CONSECUTIVE QUARTERS IN 2011-12.• AWARDED FOR OUTSTANDING CONTRIBUTION FOR EXTRA ORDINARY SUPPORT DURING THE HOLIDAY SEASON IN 2011-12.• FACILITATION SKILLS (FAC) CERTIFIED TRAINER BY WIPRO.• Best Technical Trainer Wipro in 2009,2010,2011