Responsibilities:* Manage noiseless and transparent operations - manage Service Delivery & ensuring that Client Targets exceed expectations month on month.* Implement appropriate mechanisms to identify, understand and call out performance gaps and/or performance breakthroughs. Develop and implement improvement plans to close performance gaps.* Lead the way in implementing new technologies in operations and display a strong executive presence* Come up with ideas to improve revenue and reduce cost.* Responsible for overall performance of the team in terms of productivity & Quality.* Conduct sessions with the team to discuss Achievements, Targets and planning to meet the Targets.* Facilitate the personal & professional development of the team-members.* Reviewed process and people metrics periodically with Internal Management and Clients.* Interacted with the client partners to understand their concerns & take steps to effectively resolve them.* Understand the details of the RCA done, discussing and identifying causes for dissatisfaction among customers and spearheading process improvement initiatives.

Responsibilities:* Handling Loyalty Program: Responsible for managing the Loyalty Program across various user categories including Retailers, Dealers, Distributors, Contractors, Architects, and Interior Designers nationwide.* Providing Support: Offering end-to-end support to all 16 branches of Action TESA across India, as well as their respective employees, regarding the Loyalty Program and resolving queries related to it.* Liaison and Coordination: Collaborating with Branch Managers and Heads to gather necessary information and details to streamline various processes and improve business strategies.* Reporting and Presentation: Generating reports and dashboards in the form of PowerPoint presentations and presenting them to the Leadership and Managing Directors during monthly and quarterly reviews.* Overall Management: Overseeing customer service operations related to the Loyalty Program, ensuring smooth functioning, and addressing any issues or challenges that arise.

Responsibilities:* Analyse and maintain all Client Service Level Agreements; implement improvement plans as needed* Maximize revenue generation to reach long and short-term financial projects (i.e. data collection for billable/non-billable hours, forecasting, budgeting, etc.)* Selecting, training, developing and managing performance of direct reports and their associates; planning and assigning work for staff in accordance with the organizations policies and applicable legal requirements* Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports)* Create and maximize relationships with client partners* Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance targets* Conduct regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching* Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner* Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA. - and partner to define action plans that resolve issues and drive continuous improvement* Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make an adjustment to meet changing requirements* Attend business reviews with the client

• Handled inbound calls for Vodafone Customer Care process, achieving high C-Sat and Quality scores.• Led a team of 20-25 Customer Care Executives, ensuring smooth process operations and high customer satisfaction metrics.• Coordinated with different departments to resolve customer complaints and achieved 100% close looping of escalated complaints within TAT.