• I am responsible for auditing orders for major American wireless network operator to make sure all the steps are optimized and strategize so the employees are able to fulfill the order on time.• Get client feedback and understand their concerns and issues if any and communicate it to the team and interact with that client to make their experience better.• Conducting weekly business review with the management to discuss team’s score and reports.• I am responsible for conducting 1:1 with the employees to understanding their concerns and bottle necks and resolve them.• I am responsible for creating quality flash email to the team about the important topics and the improvement/ burning areas.• I am also responsible for updating team on team’s progress and goals with newsletters and other internal communication tools like slack.• Created and implemented process improvement plans for the team.• My other tasks also involves sharing messages from senior management with team during our huddles and reporting back with feedbacks if any.

• Audited for three projects which includes calls, chats and tickets and publishing the weekly, monthly and bottom performer audit reports on time.• Provide feedback to engineers on timely basis to understand the learning opportunities.• Analyze team's performance and prepare action plan for improvement• Conduct regular team huddles and share important updates with respect to process/procedures.• Involve in transition of new project and assist the project managers in reviewing SOP’s, preparing the required audits sheets and templates for the process• Sharing weekly dashboard to furnish the pain points and sharing improvement areas• Share best Customer Comments with the Management for R&R and also add it in weekly published Newsletter• Train the new hires on the quality audit parameters followed by mock calls to ensure required protocols are being followed• Maintain escalation and DSAT tracker. Following up with the clients to understand the learning opportunities for the DSAT’s received• Coach the engineers on how to take good calls and update tickets in the right manner to improve the quality of work

• Handle technical escalations and ensure they are driven to closure.• Create and maintain KBs for services in scope.• Identify and escalate severe issues which could cause production impact.• Effective team player who is able to work closely with tier-3 team and other operations teams to fix escalated issues.• Was identified as a responsible team member by the Management and was given the task of “Queue Manager” wherein I was responsible for maintaining response SLA of the tickets and respond to alarms in a timely manner, preventing client impact and performance degradation.• Part of GAM team (Global Access Management) wherein I was involved in managing user’s account in active directory of the company and creating distribution group and shared mailbox and managing their account in Salesforce.

• Suggested process improvement ideas and got them approved by the KM team.• Received Vettel award for my Annual performance for the year 2015.• Received appreciation from top management for working with the Kaizen team for managing conducting team building activities for a better outcome.• Trained several batches for Account specialization (managing employee profiles).• Training employees on using internal employee management tools.• Helping employees setup their CEC account• Helping employees with their VPN and setup Softoken account and helping with issues related to that.