-Managed various projects and leading a Customer Support team of 15 -18 FTEs.-Demonstrated expertise in customer service, technical issue resolution with proven record of improving SLAs for support teams.-Enhanced team workflow through process optimization and continuous improvement.-Utilized data analysis and dashboards for effective decision-making and reporting.-Successfully communicated company goals, safety practices deadlines-Intiated best support practices among team and process optimisation.-Conducted regular performance assessments and provided constructive feedback.-Contributed to hiring processes and facilitated new team member training.-Ensured compliance with company SLAs through meticulous operations control.-Conducted deep-dives on SLAs, providing Root Cause Analysis, trends, and improvement actions.-Served as the point of contact for internal and external escalations.

-Led and motivated an 8-member team, increasing daily lead extraction productivity from 180 to 200 and 250 leads through optimized processes and enhanced workflows.- Implemented a structured process manual and Google Sheets format, streamlining data extraction and lead profiling for improved efficiency and accuracy.-Assigned 200 leads per team member daily, ensuring successful completion of projects ranging from 10,000 to several hundred thousand searches.-Utilized diverse online scraping tools like Apollo and LinkedIn navigation, introducing advanced search techniques for accurate customer data and enriched lead database.-Constructed a detailed management dashboard, presenting weekly and monthly performance reports showing a consistent 10-30% increase in team output since leadership assumption.-Mediated and resolved internal disputes among team members, fostering a collaborative environment and boosting team morale through effective conflict resolution strategies.-Managed team training and skill development programs, contributing to a capable workforce proficient in handling new projects with ease and efficiency.-Monitored and maintained team leave schedules, managing project tasks efficiently during resource shortages to ensure continuous workflow and minimal disruptions.- Conducted regular meetings and training sessions, providing constructive feedback and recognition, resulting in a motivated and engaged team committed to quality and efficiency.

-Demonstrating advanced analytical skills and a deep understanding of industry best practices, eventually progressing from an Associate to Senior Analyst within the organization.-Spearhead the AXA Advisors project, collaborating closely with the onsite Advisory Team, responsible for overseeing the management of 37 branches and 500+ financial professionals across the USA.-Skillfully prepare dynamic dashboards, leveraging Salesforce to extract, cleanse, and analyze data, providing comprehensive insights crucial for informed business decisions and strategic planning.-Manage end-to-end operations, facilitating seamless client enrollment processes and allocation of customer call lists to respective financial professionals on a monthly basis.Generate comprehensive call metric reports at the end of each month, offering detailed insights into call performance, connections, and overall conversion rates, contributing to business strategy and growth.-Automate Excel reports to boost productivity and operational efficiency, partnering closely with the automation team to streamline reporting processes and enhance data analysis capabilities.-Transition reporting methodologies from Excel to Power BI, leveraging advanced data visualization techniques to present dynamic and comprehensive reports to stakeholders and clients.-Conduct thorough peer-to-peer quality checks on reports, ensuring data accuracy and integrity, while fostering a culture of continuous improvement and attention to detail within the team.-Maintain regular and proactive communication with partners, nurturing strong client relationships, and ensuring high levels of client satisfaction and engagement.-Initiate and lead various programs, workshops, and activities aimed at fostering professional development and knowledge sharing among team members, contributing to a collaborative and innovative work environment.