In charge of overseeing, directing, and supervising day-to-day operations for the team. Accountable for meeting business delivery requirements. Leading a specialist team, setting performance goals, and implementing strategies to achieve business objectives. Collaborating with cross-functional teams to drive process improvements and enhance operational efficiency.People Management:• Lead and oversee a team comprising 2-4 Group Managers and 300-500 Technical Care Associates, ensuring overall direction and performance excellence.• Initiate changes or develop new processes as needed to enhance service capabilities across various work types.• Define the team's vision, direction, and culture by managing individual and collective performance expectations and goals, fostering accountability for surpassing performance targets.• Fulfill supervisory responsibilities in compliance with Amazon's policies and procedures.• Foster the career growth and development of the Customer Support team by emphasizing Amazon’s Leadership Principles.• Collaborate effectively with peers, leadership, and enabling functions.Operations and Project Management:• Supervise workflow, manage escalations, proactively allocate resources to address issues, and distribute workload efficiently among the leadership team.• Develop quality initiatives, process improvements, Lean/Kaizen activities, and other change/Six Sigma initiatives.• Contribute to business leadership meetings, aiding in the development and implementation of strategies and programs aimed at enhancing the organization's competitive position and profitability.• Utilize internal systems, departments, policies, and procedures effectively and appropriately.• Establish and attain performance goals and objectives to meet customer support expectations.

Associated with the organization as a team lead for visa clients; Managed and established 6 different sales LOBs (UKVI, VAS, Privilege, Assist, BTS), which includes all client-related interactions and meeting the expectations of both the client and the organization in the initial phase, ensuring smooth business operations even after transition. Lead a team of over 60 members, including associates, team coaches, and SMEs. Performing the key role of setting up business and commercial strategies to maximize profitability and revenue generation in line with corporate goals. Serving as the single point of contact for all updates, concerns, or modifications related to process deliverables. Preparing and maintaining process documents (SOPs). Managing all financial aspects for business units, including manpower planning and resource incentives. Analyzing workflow and assignments to ensure efficient operations. Managing all sales LOB targets, performance, and SLAs.

Aligned with a critical insurance client and oversaw the transition of the entire process from a captive unit to an outsourcing unit. Worked closely on the transition process, including due diligence, mapping, and baseline requirements for the MSA. Regularly review team metrics to uncover associate opportunities and develop plans to improve team performance. Implement action plans to resolve performance barriers. Participate in Kaizen activities; identify and implement process improvement/change initiatives. Provide customer and associate input in preparation for WBR. Optimize the efficiency of your team by prioritizing and delegating tasks and activities appropriately

Professional Abridgement:Competent and diligent professional, with over 6 years of hands-on experience in Operations, Transitions, Training and Performance Management.Performance driven, Insightful and Practical, with a proven track record in achieving and exceeding revenue generation goals.HIPPA certified & trained 28 operators & 1 TL on HIPPAPlatform Skills 1 & 2 & TTT – Train the Trainer certified professional.Proven leadership and team building skills, coupled with the ability to mentor and direct strong teams in managing customer and business relationships.Excellent communication skills, with exceptional interpersonal, problem solving and leadership ability.Excellent, hands-on knowledge of CMS AVAYA & CTI & web reports

Throughout my tenure, I've been privileged to serve multiple telecom clients, beginning my journey as a Customer Support Officer. With dedication and proficiency, I advanced to the role of Trainer and subsequently Assistant Unit Manager. Notably, I earned client appreciation for orchestrating a world-class customer experience.Overseeing more than 40 new hire batches, I maintained a remarkable 92.6% first-cut certification rate. Furthermore, I spearheaded the seamless transition of a new site in Mumbai, expanding our services for the Airtel client. In this capacity, I effectively managed a headcount of 20-25 individuals, ensuring operational excellence and client satisfaction.