● Enhanced my site's business production in Q1 and Q2 of 2024 from 31% to 60%.● People Management to maximize employee performance, satisfaction and productivity while ensuringorganizational goals are met.● Training and Development with a robust blend of leadership prowess, bilingual proficiency, and mysystematic approach to training ensures significant outcomes by effortlessly aligning with organizationalobjectives.● Financial Management including site P&L to ensure my project remains profitable.● Lead cross functional collaboration between HR, Data Analytics, QA and GOC Audits in healthcare organization.● Ensure project compliance with TCPA and HIPAA and client SLAs.● Conflict Management to reach mutually satisfactory outcomes and maintain positive work environment● Performance Management through strategic goal setting, evaluating performance, rewarding and recognition.● Customer Service Management via effectively understanding customer needs, resolving service issues,and building strong relationships to enhance customer satisfaction and loyalty.● Look after Quality Management System.● Set up strong internal control system to timely identify any fraudulent activities.

● Manage the daily operations of a high-performing BPO responsible for inbound/outbound calls regarding Healthcare (medical, dental, vision plans) on Marketplace.● Manage efficient and motivated workforce of over 170 onsite employees and ensure maximum quality of account and relationship management. ● Responsible for Learning & Development, Quality & Compliance and Workforce Management.● Organize and lead weekly, monthly, and quarterly meetings with the executive staff, assess all aspects of BPO operations , implement fundamental changes to streamline processes and reduce costs and also implement superior customer service processes.● Developed vital KPI goals for the site's middle line operational management, QAEs and production staff.● Use workforce management tools to effectively forecast business volumes, identify trends, staffing center appropriately.● Increased center efficiencies by selecting state-of-the-art BPO computer telephony equipment to enhance automatic call distribution, digital call recording, and voice response unit systems to collect useful caller data prior to any call being transferred to an client agent.● Use quality scorecard to measure employees performance including overall quality scores, adherence, individual customer survey results and acknowledgements as per ISO 18295.● Responsible for tracking and trending performance, identifying, diagnosing, and correcting performance problems, setting performance goals.● Responsible for managing daily and monthly site performance management programs in partnership with Legal, Compliance, Finance and Human Resources.● Double the site's size in 6 months of production start and improving conversion rate from 5% to 30% in 2023.● Primary point of contact for our headquarters in ABQ NM, making sure all performance and compliance requirements are implemented in the Pakistan sites.

Career Highlights:● Enhanced area operations with new and updated operational strategies.● Identified opportunities by proactively working with cross-functional teams.● Steered organizational activities with expert knowledge of business operations, market trends and competitor activities.● Monitored employee performance using real-time data and reports.● Refocused and revitalized department to performance levels not seen in the 5-years prior to accepting WFM role with e-Telequote Insurance Inc.● Designed, co-engineered and deployed Enterprise Workforce Dashboards which reduced reporting lag from 3 hours to 15 seconds.● Created company-wide process for managing employee productivity and relocation among centers.

Key Accountabilities:● Responsible for providing effective leadership to 5 direct reports and effective partnership with HR and Operations.● Orchestrated planning and process controls that boosted employee productivity from 60% to 85%.● Identified company goals and adjusted policies to meet desired outcomes.● Collaborated with managers, staff members and teams to implement productive and innovative workflows.● Set up, monitored and evaluated department vide KPIs.

Key Accountabilities:● Coordinated employee schedules to provide adequate staff coverage.● Collaborated with upper management to develop and implement business improvements.● Adjusted to multiple demands and shifting priorities in fast-paced work environment.● Supported senior managers with day-to-day operational requirements.● Handled escalating problems to improve customer relations, maintain brand loyalty and recapture lost revenue opportunities.

Key Accountabilities:● Analyzed historical and actual staff behavior to ascertain and address employee challenges.● Tracked manpower levels and staff budgets to manage costs.● Generated forecasts and constructed initial schedule bids for new office locations.● Developed different forecast models to track workforce productivity.● Identified, researched and addressed service level risks to resolve customer challenges.

Key Accountabilities:● Setting up Key Performance Indicators(KPIs) for Sales Team.● Writing sales scripts and rebuttals.● Implementing sales strategies and setting up of sales goals.● Handling escalated customer complaints.● Detected trends and potential frauds in sales.

Key Accountabilities:● Preparing and implementing quality assurance policies and procedures.● Ensuring that standards and safety regulations are observed.● Addressing and discussing issues and proposed solutions with superiors.● Documenting quality assurance activities and creating audit reports.● Making recommendations for improvement.