Handled and resolved an average of 600 enquiries in any given week; consistently met performance benchmarks of CSI (Customer service Index), Income and AHT (Average Handling Time).Enhanced strategic-relationship/partnership building skills – creatively solved problems and utilized strong business acumen and diplomacy to find common ground and achieve win-win outcomes.Pioneered building and implementation of tools, processes and documents for tracking efficiency and income; Achieved above 95% CSI score and 10% increase in income.Mentored trainees and new joiners in comprehending the process flow and security procedures; supervised the team and floor as QAA (Quality Assurance Associate) in the absence of line manager.

Conducted stakeholder interviews with directors of identified organisations such as One Central Park, Reddish Vale Technology College, Oxfam Ltd etc as part of a qualitative market research procedure in gauging their reactions on the idea.Analysed the feasibility of concept critically; provided recommendations and directions for the implementation of new accreditation named ‘Ethical Workplaces Mark’ across UK.Carried out an exhaustive research involving primary as well as secondary means on the project initiative; gained deep insights of research methodologies.Prioritised tasks and time in completion of research work on the initiative and compilation of dissertation/business report.

Managed offshore team of 6 members and conducted KT (Knowledge Transfer) sessions for them; received appreciation from project manager.Worked on IPM+ (Infosys Project Management), an internal project management tool of Infosys for entering, accessing and extracting detailed project information; learned about the details of project management including estimates, timelines and costs.Performed data analysis and management services, prepared System Appreciation Documents, estimation sheet and flow design document using SQL and MS Excel.Migrated Billing Enquiry application from Visual Basic/ASP to ASP.Net for Allstate; resulted in 7/7 feedback from the client.Liaised with the clients in order to gather data/information from them and comprehend their requirements; received 7/7 feedback from the client.Provided support/maintenance for AWD applications for Allstate; met deadlines and targets within 90% of SLA (Service Level Agreement) time.Communicated with the onsite team individually and also through Rapid Response calls on various issues/problems raised by the client/customer.Engaged in user acceptance testing of projects. Executed test cases and fixed errors; resulted in successful outright completion of the project.