- Provides management and oversight on all aspects of the business within the site.- Develop and execute strategic plans for future growth.- Increased teammates from 500+ to 2000+ through growth of strategic clients for the site and new logos.- Improved Employee and Client Satisfaction.- Managed client portfolio spanning various industries; E-Commerce, Gaming, Technology, Payroll & Benefits, Digital Media and FinTech.- Provided leadership oversight during build out and eventual transition of operations to a new site during the COVID pandemic.

- Budget planning and Full P&L responsibility.- Client Servicing and Operational Management for 2000+ agents in multiple sites. Responsibility includes contract negotiations and execution of strategic plans to meet/exceed contractual requirements.- Overall site management for EDSA Greenfield delivery center.- Client portfolio spanning multiple industries; Consumer electronics, Financial Software, Telco, Technology and Real Estate.

- Aegis USA was acquired by Teleperformance August 2014.- Full P&L responsibility.- Client Servicing and Operational Management spanning multiple clients and geographies.- Partnered with a leading Web Services Company and the Consultancy Firm they commissioned to overhaul their Customer Service Organization.- End to end implementation (from RFP stage, pricing, contract negotiation, to steady state operations) of the Internal IT Helpdesk for one of the largest Global Pharmaceutical Company. Assigned as the Global Head of Operations managing teams in Costa Rica, India and Philippines.- Client portfolio spanning multiple industries/vertical; Web Services, Telco, IT Helpdesk, Consumer Electronics, Financial Software and Real Estate.

- P&L responsibility for programs managed- Operations and Client Servicing role for all programs managed- Responsible for contract negotiations including successful restructuring of pricing for several programs aligning with current business trends- Successful implementation of operations for a leading magazine publisher with operational efficiency at par with prior vendor after 1 month of operations

- PeopleSupport was acquired by Aegis in 2008- Operational and Client Servicing responsibility for all programs managed- Responsible for a team of 300+ agents- Implemented Conferencing Services for a leading Telecommunications Company in the USA- Implemented new LOBs for a leading Web Services provider

- Operational and Client Servicing responsibility for a team of 170+ agents- Direct Manager for 12 Supervisors and 11 SMEs- Successful implementation of a back-office program for a leading Telecommunication Company

- Responsible for development of 15 to 20 agents- Served as back-up in the absence of a Team Manager- Special projects include implementation of Email LOB and Academy Bay program- Top Sales Supervisor for a Web Services company

- Started as a project employee with a 4 month contract and eventually offered a full time role as one of the consistent top performers for a Web Services program- Assigned as OIC Supervisor after 6 mos managing various LOBs; Fax, Email and Voice