Fostering an environment of collaboration within the team and with other departments as a Manager for performance/process improvement, employee engagement and development for highest revenue generating business unit of Vistaprint with 250+ HC.

Leading teams backed by strong motivation for increasing the performance of time & revenue sensitive client go live Data Conversion back office process.Reviewing staffing and hiring plans per volume forecast for effective operations management and new hire experience.Driving process and professional development with structured monthly training plans for entire business unit from Pune and Hyderabad.Capturing employee and business pulse through daily interaction, regular engagement activities and skip levels.Established Innovation Focused Group to drive various process improvement activities, best practice sharing platform, structured mentor mentee program and identifying hidden system flaws as automation opportunities.Reduced training time by 2 weeks to support operations immediately and established it as standard practice with BU Head approval.Automated 2 high volume payroll vendor files with 40 minutes per transaction saving.Reduced rework by 40% for controllable errors with an introduction of standardized process quality check list.

Lead Quality Team and Level 2(SME) Desk for 4 different locations from India, US and Philippines for US based health insurance fortune 21 company United Healthcare.Publishing process health summary to senior management and recommending appropriate course of action for driving effective Quality, Customer Experience and Efficiency.Daily interaction with Senior management and client to discuss pertinent Quality and Customer Experience related issues.Working as business partner for clients to help them update their SOP's to improve efficiency and quality output of various call categories from Insurance benefits and claims queue.Active participant of various process improvement initiatives to drive continuous improvement mindset.Instrumental in establishing Quality Assurance Program for US and Philippines location.Instrumental in identifying, establishing and driving Quality Audit LoB for clients onshore locations worth $250K annual revenue.Lead effective employee engagement process for entire Mumbai center.

Lead, coach and mentor a team of 20-25 Customer Care Professionals responsible for metrics like WAPMO (Wrong answer per million opportunities), Quality, AHT, and Customer Experience.Instrumental in identifying and leading an adhoc business opportunity of managing clients Customer Response Group queue worth $200K.

Designing and handling new Hire training programs for ensuring maximum level of performance during OJT and on floor.Publishing daily/weekly/monthly Level 2 desk for highlighting process pain areas.Redefined process knowledge test process for creating better knowledge base among CCPs for effectively serving and enhancing customers experience.Providing immediate support to Level 2 escalated customers for resolving their issues and concerns with FCR.

Handling inbound queries for a Leading U.S. based Health insurance company and providing first call resolutions to customers by helping them solve their issues and address their concerns.