Identifying problems, evaluating data, and offering resolutions.Sustaining high levels of motivation and drive in a dynamic work setting.Currently supervising a team of 121 members with 28 clients.Since assuming the role of Senior Manager, I have boosted the team's billable percentage from 50% to 76%.Consistently maintaining low HD error rates for my team, with only 56 reported in 2021 while upholding a 99.999% quality standard.Successfully transitioned the entire Heffernan On-Demand Raipur Certs team to the one touch project as part of the USI On-Demand certs one touch initiative.

Collaborated across departments to enhance cross-functional organizational capacity, prioritizing functions and common goals.Adapted job assignments and schedules to align with dynamic business needs, considering processes, employee knowledge, and client requirements.Effectively managed the entire team during the pandemic, ensuring minimal production disruptions and successfully transitioning to a work-from-home setup within a short timeframe while maintaining quality.Introduced assessment tests and conducted Linux Redhat Instructor process-related quizzes in 2020 to ensure teams received timely updates and avoided errors during remote work.Developed automated tracker sheets for internal quality, AHT, complexity, and production, categorized by clients and team leads, and shared them with AGMs and other senior managers.Received recognition from all stakeholders, with senior managers adopting the tracker sheets to monitor their team's production status.

The OD Certs team, including Heffernan, Risk Strategy, MMA, CLG, Brown & Brown, was managed in conjunction with the USI OD team. Implementation of new clients was exclusively handled by the Raipur branch, resulting in an increase in the billable percentage. Collaboration and establishment of partnerships with other branch teams were undertaken to fulfill specific production requirements and achieve the desired TAT.Employees were mentored and guided to ensure the proper completion of assigned tasks and facilitate their progression to higher levels. The operating team was closely monitored to evaluate progress, and recommendations were provided to team leads regarding training plans, assessment tests, and the maintenance of desired quality and production. Various platforms such as AMS 360 and CSR24 were utilized during the course of work.

Promoted to Team Lead straight from PE1. Initiated a pilot C shift batch for the USI OD certs team. Expanded the team size from 13 to 35. Collaborated with team members to organize breaks and shifts effectively to achieve objectives. Maintained team quality at over 95%. Launched a pilot batch for BULK and renewals from Raipur Branch. Established the Delivery team for USI Certificates. Recognized as the Best Team Lead in 2017 and Best PE1 in 2016.