Since July 2018 - Management Oversight Role1- Manage operations across 3 different locations including Onshore2- Act as a point of contact across all locations including Onshore3- Oversee day to day process health and identify and potential issues like backlog, incorrect processing, quality trending, oversee daily reporting across all locationsIdentifying and Implementing long term process controls4- Ensure consistency and implementation of action plan5- Identify trends, workflow gaps in any downstream/Upstream processes and suggest recommendations/alternatives6- Point of contact for managing and executing Change Control in the post automation phaseAs Lead Assistant Manager.....1 - People Management - Directly managing 23 resources and Indirectly managing one team of another Assistant Manager of 20 resources. Resolving issues and working on employee motivation.2 - Client Management - Involves relationship building, effective communication, coordination and providing solution. 3 - Migration Management - Project planning and execution as per defined timelines.4 - Process Management - Manage 3 processes overall all. Owning those processes from end to end, providing resolution to issues and providing suggestions for process improvement.

Handling a team for one of the top US Insurance Company (Property and Casualty)• People Management • Performance Management• Client Management• Operations Management• Compliance managementAchievements• 2 Best Assistant manager of the quarter awards in June’13 and Sept’13• Completed Intro 320 Certification

With work experience of 10 years in BPO Industry and I had an opportunity to work in various domains. Such as Customer Care, Transaction Processing, Accounting and Technical support services. I am an MBA and currently working as a Team Leader in HCL, Noida.

It involved resolving technical issues for desktop computers, peripheral devices and handheld devicesAchievementsWas part of the pilot team and mentored many new team membersEntrusted with responsibility of managing entire campaign breaksAlso given the task of roster management for few monthsAchieved consistent performer award for Sept and Oct 2004 Certificate of Excellence on achieving the highest 1 Call Sat for Aug 2004Premium Administration (April 2003 to Feb 2004) - Client ConsecoThe process comprised of various tasks related to "premium" including premium postings with Journal entries, putting the policy on bank drafts, effectively resolving customer queries, updating the system with the required changes. AchievementsQuickly learned the process and started providing training to the new team members Updated Process manualsUpdated flow charts using Visio Medical Claims

An Internet publishing organization. Process involved converting data into 'XML' format.