Providing leadership, direction and expert support to the TCS team in the use of (Item Master Database) IMDB/NRSP/eClipse, working closely with Governance. Ensuring consistency and use of SOP across all countries, achieving progress in costs, service and output performance whilst maintaining client satisfaction through quality and delivery. Rolling out SOP with TCS teams to achieve daily and weekly KPIs and delivery targets. This includes ensuring processes are in place for providing quality feedback to TCS teams. To own and lead elements of internal operations projects that relate to your area of expertise (Ref Data, CI) - this could involve new company initiatives, new retailers/clients, quality initiatives etc. This would involve challenging project plans using technical knowledge to recommend workable solutions to potential project issues, establishing process and procedure, identifying resource required and proposing timelines. To perform user testing and implementation of new system functionality � identifying any potential problems and escalating as appropriate. To provide communication / training as necessary across the department to support roll out.

 Leading a 18 member team engaged in Analytics work for Dutch clients from CPG and retail sector. - It involves coding of European Article Number for clients’ products to update the database, analysis of sales data of the client and its comparison with their competitors’ data. Interacting with the customer in to understand process requirements and specifications for process development/transitioning/ documentation and training.  Identifying and deploying a number of programs to improve process performance on pre-defined metrics. Generating/Reporting High Sales Item for critical vendors/distributors and analyzing them. Prepare the MIS/BCP for the clients and work on Quality to improve the process efficiency. Involve in auditing to ensure process operations in compliance with the quality standards defined by the customer. Planning and managing the various activities to train, motivate and supervise the team members of the assigned process. Maintain weekly and monthly consolidated report of the consultants and track performance for the team.  Act as the first point of contact (SPOC) for the client.  Also taking care of additional client reports which was transitioned by me from Holland in June 2009.

 Joined as Customer Service Representative for the pilot batch for the company in Feb’2004 Promoted as Senior CSR based on performance. Additional responsibilities included handling escalations, walking the floor, handling the team in the absence of the Supervisor and assist the Supervisor in generating and maintaining reports. Was selected for the pilot batch based on good product knowledge, and high scores for the Licensing examination.  Understand client’s insurance requirements and underwrite policies.  Assisted the Supervisor in keeping the queues in control and helping the team to achieve sales target.  Promoted as Senior Executive – December 2004 based on merit. Job responsibility included monitoring calls and providing feedback. Generate reports and consolidate the same to check on team’s performance and provide feedback.  Train the team for sales pitch & process knowledge