Training & Consulting:-Leadership Development, Change Management, Values & Objective Setting workshops and other soft-skills Development-Business Development for training partnering with Universities, Consultancies & direct training assignments-Content Development, Proof Reading, Activities Designing, Coordination-Training Delivery / Facilitation-Training Evaluation & Post Training FeedbackRecruitment:- Complete end-to-end life-cycle management for head-hunting / hi-profile placements / Bulk Hiring-Designing different contracts based on client / organization requirements to create win-win-Job posting / candidate search / pipeline development (Social Media / Job Boards / Hidden Job Boards & databases-Partnering with different job boards for candidate search-Convincing Candidates & Client (Client selling / Candidate selling)HR Policies:-HR policies for entire group / organization in multi-disciplinary business -Employee Engagement / Turn-Over / Complex Performance Issues

 Portfolio Management (BD, Project / Program Management / Milestone Setting, Contracts Management, Invoicing) Partnered with CFO in selection of vendor for HRMS and CRM Acquisition & headed project SRS designing for CRM & HRMS (MS Visio) Conducted detailed data analysis, designed different dashboard through IT for accurate decision making Designed KPIs, Bonus & Incentive plan, equipped staff (country wide) with different tools (through training programs) & acquired more contracts

-Led IVR Revamp as Project Team Lead-Participated & coordinated Launch of CTI (Avaya AIC) & Call Center Reporting Tools (Avaya OA, CMS) as Project TL – Contact Center North-Participated in UATs of Impact 360-Workforce Optimization – Avaya-Designed roster for manpower of 400 employees

-Persuaded VP CS & HoD Contact Center to re-engineer contact center, performance improved from 34% service levels to 83% service level in few days.-Custodian of In-house training for executives and supervisors-Conducted Analysis for Nationwide CS Activities on all customer touch points-Designed training calendar, conducted TNAs and trained more than 500 resources on Soft & technical Skills (Telecom routing scenario, MS Excel, CRM usage)-Made induction training more interactive, which resulted in above 96% scoring in post-training tests and cost saving of almost 22000% USD in a year.-Custodian of Roster-Schedule / AL Planning-Wrote Ufone-Contact Center’s first training manual, comprising more than 150 SOPs with flow diagrams. Re-Structured and edited Customer Services all outdated SOPs with the help of Manager Training & Filling Systems-Re-writing / changing outdated SOPs and Training Manual