Responsible for supervision and management of staff, facilitating interdepartmental communication and allocating tasks and resources as needed to efficiently and effectively run operations.Manage the maintenance of the building, equipment, and facilities adhering to pertinent regulations. Responsible for information technology, telecommunications, and security for all programs at the Center.In addition to: - Performing periodic audits to ensure process SLAs & KPIs are met- Generate reports in necessary formats as required by management- Oversee and plan in order to maintain BAU state of operations- Knowledge sharing- Develop implement and review policies and procedures- Drive team towards accomplishing tasks, adhering to SLA's and adopt working methodology focussed towards continual improvement of quality, productivity and efficiency- Reduction on cycle time of reports- Take lead during internal/external audits- Ensuring maintenance of all training related evidences/backups- Rewarding & recognising staff

As Service recovery leadHandling escalations from clients over email and phone from outsourced location globallyResponsible for investigation of escalations and consecutive feedback to those concerned on a global levelKey decision maker on escalations and service recovery. Ensures clients stay happy and that communication remains transparent alwaysAdditional role as lead for 'FurturPres'Drove process to collect samples of exceptional slides created by Presentations operators around the globe and created a central repository for itAim was to set up a reservoir from which we could pick out exceptional graphics and slides that would later be incorporated into a repository accessible to all employeesThese self created graphics and slides added value to the operating platform and publishers globally benefited from making use of these ready made fancy and out-of-the box thought out slides, Named 'FuturPres, the launch of this repository was timed with the change in branding brought about in early 2019 and revolutionised the output of Presentations since.The program still draws immense response from operators across the globe who contribute to the central reservoir till date. We have had over 600 slides submitted towards this project and the numbers continue to rise as we still receive daily making 'FuturPres' a dynamic and ever evolving initiativeAwarded with a certificate and Trophy for driving the 'FuturPres' platform in 2018Continuing role as Sr. Client ManagerI was able to assist and graduate as 'Direct to Bankers' all my direct reports in 2018 and 2019Took over responsibility of reconciliation of the global mailboxes ensuring they function effortlesslyOrganised a wide variety of people oriented team games which saw large scale employee participationHonoured to host programs and award ceremonies conducted by Williams Lea Tag across these yearsWon the 'RARE'- Recognising and Rewarding Excellence award from the Client for the year 2017-2018

All SLAs have to be met with, from the four quadrants of people, business, finance and clientEnsure timely pay to employees by providing all necessary Payroll and Personnel & Compensation documentations on time and accuratelyEnsure that all divisional HR management reports are updated and provided in a timely mannerAccountable for my shift and team structure.All Risk and Compliance aspect to be adhered to.Control on attrition, monitor performance and hold accountability based on team structures.Ensure grievance process is strictly followed.Supposed to submit two suggestions (mandatory) every month (linked to performance)Consistency in deliverables.Client dissatisfaction to be investigated and service recovery made within an hour.Capable of anticipating the next phase of the shift.Able to provide any requested report that exists in the project at any time.Scrutinize, short list and hire candidates for the projectAs Regional Co-ordinator for San Francisco - Handled escalations from this Presentations region and worked as key contact between India Operations and the San Francisco Account lead.Awarded in 2016 for contribution and Service rendered to region post accolade from regional account lead

Contact management equivalents regularly to build relations and market the service.Assess staff resources and performance capabilityMonitor the performance of the team and effective use of resources.Assess and discuss quality both as a team and with individuals.Review and investigate jobs with errors. Single point of contact if performance of the team alters.Keep up to date with all things relating to HR - assessments and reviews, policies and procedures.Keep up to date with all things relating to Technology - performance monitoring, issue escalation procedures. Maintain compliance per contractual obligationsActively contribute your ideas to the teamResponsible for all work entering and leaving the unit (deadline achievability / re-negotiation, estimated duration, Job Track input, instructions and eligibility of banker mark-up)Responsible for the department workload – agreement to realistic deadlines, communication and confirmation of workflow process

Effective use of Job Track to monitor workflow queue and notify/co-ordinate with global regions regarding any inaccuraciesAwareness of operational issues and possible factors impacting workflow and proactively respondingBuild a professional rapport with the team abroad and deliver excellent customer service at all timesEscalating or resolving as appropriate any issues, communicating updates to the Client ManagerEnsures that a smooth handover occurs to next shiftSecondary telephone interface.

Responsible for performing the second level quality check in hard copy of all outgoing work for the accurate completion of edits and formattingOn screen checks are applied to validate compliance with client specific templates and stylesWorking with the Client Manager to identify individual technical training needsAssist users where appropriate to improve their skills base; this will involve on the job coachingManage user expectations by maintaining effective communication at all times including – updateson actions taken and initiatives / solutions developedKey participant of con-calls with the global regions regarding quality improvementEnsures timely, consistent and constructive feedback is given and recorded

A full-fledged Contact Center in Chennai. The first state of the art Call Center to be set up in the metropolis and also listed in the Mumbai Stock Exchange.U.S voice based outbound tele-marketing.Student Loan Counselor for a project that dealt with the consolidation and collection of payments towards student loans.Project thrived on convincing skills, especially because of a vast number of competitors.Amassed vast knowledge in terms of the student loan structure and repayment schemes prevalent in the U.SSold 475 applications in 15 months of which 110 returned, maintaining a return rate of over 20% throughout tenure at Allsec Technologies.Generated revenue in excess of $ 1.5 million U.S. for the client within a space of 15 months.