• Worked with managers to determine training needs according to the project.• Conduct seminars, workshops, individual training sessions • Prepare educational material such as module summaries, videos• Plan and schedule training sessions.• Track the progress for all the trainees.

• Manage office and site operations for 250 members.• Maintain office services by organizing office operations & procedures, reviewing & approving supply requisitions.• Maintain office staff by recruiting, selecting, orienting, and training employees.• Responsible for ensuring timely execution of ongoing client deliverables.• Identify, plan, and manage process improvement projects.• Monitor client operations dashboard measures to proactively manage client-level impacts.• Handle a diverse team and leverage the talent / resources on the team to generate results.• Track and improve capacity and utilization of resources.• To manage overall costs including material, equipment, manpower etc.• Maintain and bring positive environment in the office and work with the management for Reward and Recognition planning.• Responsible for maintaining office policies and procedures

• Promoted to AT&T NCS Appeals team in eight months.• Responsible for auditing calls sent back by clients as Appeals.• Auditing calls and making sure appeals are correct, deciding whether point are retained /changed.• Maintaining Standard Quality Operating Procedures.• Attending regular Client and Vendor calls.• Conducting regular training sessions for the Quality Advisors.• Conducting weekly productivity meetings with Operations and Clients for reviewing progress and deciding plan of action for next week.• Hiring team members for the team.

• Responsible for evaluating a statistically valid; random sampling of calls and other customer contact methods and their associated supporting processes (e.g. email; web; fax; payments) for determining process adherence; accuracy and efficiency• Sample and evaluate end-user transactions (i.e. telephone calls, e-mails, web etc) for accuracy and conformance to Quality standards.• Report results of evaluations to appropriate Quality/Operations stakeholders (Quality Leadership Supervisor and Account Management) on a weekly and monthly basis.• Achieve departmental productivity requirements (e.g. number of calls monitored per month on schedule, number of emails evaluated, etc.).• Facilitate remote call monitoring sessions as needed.• Participate in internal quality audits (e.g. periodic audits of all key customer related processes to determine process control and efficiencies) and recommend changes

• Part of Special Case Study Team. Assisted clients in research study on “Move Orders”.• Evaluated assigned agents on basis of quality guidelines.• Achieved set target of quality monitoring in a month.• Maintained scores of assigned agents for performance reviews.• Gave constructive feedbacks for better performance.

• Resolving financial issues for Dell preferred accounts, processing payment, fraud a/c claims, resolving promotion and Dell credit disputes.• Provided monthly updates on account activities with DFS financial & operational capabilities to Dell preferred customers.• Acted as liaison between various DFS internal departments like Sales, Operations, Customer care.• Identified areas in day-to-day work processes where improvements could be made.• Performed periodic agent call audits, side-by-sides, and monitored agent calls, with particular attention to technical/functional excellence. • Following up on resolved calls with customers for better survey result • Trained on pre-release features of support responsibility to the team and New Hire Trainees

• Resolving issues related to credit card activation.• Up selling other products related to the credit card.Recognitiono Top performer for AHT (Average Handling Time)o Best seller for Balance Transfer