•Effectively communicate observations to the Operations team, vendor managers both Internal and client side and Senior management to ensure time critical resolution action•Work closely with the Client Policy Team to understand the changes•Identify, develop and implement processes and procedures to support client business strategy and maximize the customer experience•Effectively collaborate with the SME, Quality, Training and Policy team to understand the change and the impact of the same•Work with business community to identify operational impacts of and proposed changes•Make propose improvements to work products, services, or processes•Establish or expand relationships with key individuals•Improve team productivity and accuracy by analyzing the impact of the changes brought forward•Deliver client satisfaction through accurate delivery and demonstration of ownership

• Work within multiple teams across both Accenture teams and client teams, execute project deliverables. Drive and manage global initiatives.• Manage team performance to meet client SLA’s and KPI’s, including metric reporting on team performance• Provide a credible and expert point of contact for the Team and internal stakeholders• Performance and Workforce management, career counselling, coaching, performance development, 1:1's, mentoring• Allocation and distribution of tasks across languages and processes, support team to achieve results with the highest possible standard of quality and delivery• Continuous improvement strategies and ideas, including new process incubation and induction• Ensuring all reports are delivered accurately and timely in accordance with the statement of work

• Build a new high performing team initially of 32 agents • Manage KPI’s, ensure to exceed all the client expectations.• Liaised with management and stakeholders for product discussions and improvements• Create a learning environment to ensure that the transfer of knowledge and insight occur regularly.• Act as a point of contact for the team to face and solve the most complex situation.• Oversee and manage day-to-day operations.• Validate, investigate and respond to inquiries of an urgent or sensitive nature within established guidelines.• Complies with all client published policies, procedures, any legal and regulatory requirements that the company is obliged to adhere to.• Assigned and accountable for workable solutions and processes within the specific area of responsibility.• Escalates issues to Operations Manager client Point of Contact as appropriate.• Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly.

• Manage and regularly review case queues & follow-up on open tickets• Diagnose and solve problems facing multiple clients• Assisting the quality analyst and reporting analyst in driving quality customer care outcomes• Review user accounts daily to determine whether or not they are spam accounts. Achievements: • Part of the incubation period of a new workflow• Responsible for creating and presenting engagement activities for the team.• Got the Development Opportunity to the SME role.• Responsible for supporting agents, SME’s and also TL’s in every task raised.

• Reviewed billing specifications upon receipt of contracts; Created and maintain billing requirements documentation.• Communicated with Operations management throughout the process to ensure timely receipt of data and submission of invoices; Created and maintain billing schedules.• Reviewed billing data to ensure data was complete and accurate; Submited invoices for manager approval.• Ensured accuracy of work product, determined appropriate bill formats, met ethical standards, recommended process improvement, prepared spreadsheets or supplemental billing documents. Achievements: • Reduced the number of invoice cancellations due to review of all proposals and budgets before invoicing and followed up with clients to ensure accuracy.

• Same duties as bellow. System used: Antares O2.

• Scheduled services, followed-up with clients in each contracted service, tracked containers, inserted and updated information into the delivery control spreadsheet.• Developed and monitored performance indicators, managed sales tracking tools, kept record of sales trends, and reported on important information.• Liaised with account managers to develop specific sales strategies. Reviewed pending orders and specific customer requests to ensure excellent customer service and customer experience.Achievements:• Influenced the manager to create a company website and also a facebook page; helped in the process of choosing the IT company and worked as key user to create the website, participating in the entire project.

• Prepared and arranged communication to customers. Performed routine administrative tasks including dealing with incoming and outgoing post.• Realigned and maintained the order book. Liaised with the client on clarifying new orders and project progress.• Provided backup for Customer Service activities including Sales Order Processing.Achievements:• Proactively helped in civil engineering reports whenever needed also developed graphics and charts for final reports.