Overview: • Supported all aspects of business planning, operating remotely and onsite at the business incubator to provide detailed short- and long-term plans centered on business success. • Collaborated with the owner for developing strategies related to facility planning, and marketing, resulting in client satisfaction.• This was achieved by strong team working skills along with business skills such as financial predictions and aggressive marketing strategies to justify viability… Show more Overview: • Supported all aspects of business planning, operating remotely and onsite at the business incubator to provide detailed short- and long-term plans centered on business success. • Collaborated with the owner for developing strategies related to facility planning, and marketing, resulting in client satisfaction.• This was achieved by strong team working skills along with business skills such as financial predictions and aggressive marketing strategies to justify viability of the business.Accomplishments:• Brought new brand to the area and within 6 months made it to the top 10 food delivery outlet in the state.• Led the food outlet to increase sales from Rs. 500000 in first year to Rs. 1000000 by end of second financial year. Show less

Supply Chain Manager: Key Responsibilities• Lead a team of 4 members of supply chain and logistics.• Successfully reduced temporary storage warehouse cost by 90% and improved forecasting by 95% for order placement of key SKUs.• Designed, implemented, oversaw product take back or reverse logistic programs to ensure products are recycled, reused, or responsibly disposed.• Defined performance metrics for measurement, comparison, and evaluation of supply chain factors, such as… Show more Supply Chain Manager: Key Responsibilities• Lead a team of 4 members of supply chain and logistics.• Successfully reduced temporary storage warehouse cost by 90% and improved forecasting by 95% for order placement of key SKUs.• Designed, implemented, oversaw product take back or reverse logistic programs to ensure products are recycled, reused, or responsibly disposed.• Defined performance metrics for measurement, comparison, and evaluation of supply chain factors, such as product cost and quality.• Conferred with supply chain planners to forecast demand and create supply plans that ensure availability of materials or products.• Managed activities related to strategic or tactical purchasing, material requirement planning, inventory control, warehousing, and receiving.• Developed procedures for coordination of supply chain management with other functional areas, such as sales, marketing, finance, production, or quality assurance.• Developed procedures and systems to evaluate and select suppliers. Operations Manager: Key Responsibilities• Monitored performance of each operational unit through the performance reporting system and took corrective action wherever necessary. • Responsible to assess the progress made by each operating unit to ensure that they are all working towards achieving a common goal for the organization.• Responsible to give suggestions and advise management for undertaking key changes in the planning of pivotal business strategies and decisions.• Responsible to undertake the responsibility of optimal allocation of resources to redeem maximum value for the organization.• Attended crucial meetings, participated in shows and worked closely with the sales team to implement a strategic plan to achieve set goals. Show less

• Recruited to lead the development and launch of call center operations from the ground up.• Lead a team of 30 members providing support on complaints chat process for Vodafone UK customers.• Developed foundational underwriting training, policy and performance evaluation metrics for the business unit.• Built reporting to track daily, weekly and monthly call center performance as measured against SLA metrics.• Monitored, analyzed and drove improvements in quality and… Show more • Recruited to lead the development and launch of call center operations from the ground up.• Lead a team of 30 members providing support on complaints chat process for Vodafone UK customers.• Developed foundational underwriting training, policy and performance evaluation metrics for the business unit.• Built reporting to track daily, weekly and monthly call center performance as measured against SLA metrics.• Monitored, analyzed and drove improvements in quality and productivity metrics. • Identified training needs, mentored and coached the team respectively.• Conducted one-on-one sessions with team members to receive feedback on process difficulties and solutions.• Responsible to reduce learning curve.• Conducted performance appraisals.• Implemented performance improvement plans on need basis. • Set team performance standards and goals to meet revenue and chat volume quotas. • Managed staffing levels and scheduled to optimize performance, including planning, assigning, and directing work. • Facilitated new hire training and maintained an attrition rate of less than 2%.• Lead the reward and recognition programs for the team. • Managed escalation chats alongside regular chats on days of heavy chat volumes. Show less

• Lead a team of 15 tele-sales agents and 10 direct sales agents, selling credit cards within U.A.E.• Responsible to review and report operational performance against the contractual metrics i.e. SLA, Compliance and Quality.• Managed account functions like hiring, induction, training and performance appraisal.• Prepared and maintained daily, weekly and monthly performance dashboards.• Performed daily and monthly data analysis of the available database for resourcing customer… Show more • Lead a team of 15 tele-sales agents and 10 direct sales agents, selling credit cards within U.A.E.• Responsible to review and report operational performance against the contractual metrics i.e. SLA, Compliance and Quality.• Managed account functions like hiring, induction, training and performance appraisal.• Prepared and maintained daily, weekly and monthly performance dashboards.• Performed daily and monthly data analysis of the available database for resourcing customer, attended product launch trainings and trained the team on the same, quality audits and email follow up compliance.• Managed sourcing of new database for tele calling and company visits for bulk sourcing of cards for direct sales.Trainings Conducted: Process Trainings Trainings Attended: KYC and Anti Money Laundering Training. Show less

• Managed a team of 10 inbound call agents and 5 outbound call agents.• Responsible for day-to-day activities for Town and Country car insurance process in UK.• Maintained daily, weekly, monthly performance records and conducted one-on-one sessions for bottom quartile performers.• Trained over 50 customer service associates on the process.• Performed quality checks on random calls and provided verbal and written feedback to all the agents.• Presented the process flow and… Show more • Managed a team of 10 inbound call agents and 5 outbound call agents.• Responsible for day-to-day activities for Town and Country car insurance process in UK.• Maintained daily, weekly, monthly performance records and conducted one-on-one sessions for bottom quartile performers.• Trained over 50 customer service associates on the process.• Performed quality checks on random calls and provided verbal and written feedback to all the agents.• Presented the process flow and business details to potential clients visiting WNS. Show less

• Took live calls on a Banking Process for Citibank. (USCC) • Managed Investigations on Customer complaints on all Banking errors.• Conducted training for the new recruits. • Responsible to generate reports on daily SLA achievements, rostering, call monitoring and quality checks on random calls. • Oversaw the team in the absence of my manager.