• Led a team of ambitious individuals in conceptualizing, producing, and delivering high-end Business Events globally.• Conducted exhaustive research on business trends and government policies to create cutting-edge business platforms.• Delivered over 1000 successful Business to Business events, ensuring client satisfaction with each event.

•Work closely with the credit and pricing team for the elite and platinum customers of to maintain a good credit line •Create and maintain reports to track and monitor the valuation and performance of the portfolio. •Supporting portfolio operation coordinator in terms of information flow, retrievals of sign document data requests. •Record management making sure all the information is sent to record team for filing purpose. •Pro-actively contribute to the backlog process to both reduce backlog and identify alpha opportunities •Effectively communicate with senior management, the Board of Directors and appropriate external parties on performance, risk, and control features concerning the management of the portfolio •Maintain and optimize portfolio and risk management reporting for senior management. •Identify, facilitate and implement process improvement ideas to improve efficiency. •Performance management of the BQ performers in team.•Provided business summary data to area manager for Management Review Meetings•Identify process improvements projects & implementation of the same.• Identified special needs and preparing training modules to counter the same.•Instrumental in reducing the backlog less than 10% MoM •Reporting to the Operation Manager, steering a team of 20 members to ensure smooth process operations to fulfill service level agreements (SLAs). •Entrusted with the responsibility of devising and effectuating contingency & business continuity plans to improve operational quality and build a no-surprise environment. •Actively involved in record and audit compliance. •Responsible for Backlog score review, action planning and effective execution. •Providing inputs for individual performance & development of Team Members and distributing accurate information across team & to ensure best practice sharing. •Resolving conflicts & issues by first level of escalation for process associates / business partners on operational issues

• Responsible for Resolution score for the site• Prepare Knowledge Test Paper & Conduct Process Test every fortnight for the entire floor which contributes to call efficiency and performance enhancement. Rollout new process to the frontline.• Conduct 1x1 feedback sessions weekly with all the frontline and address any process and people related issues.• Co-ordinate with the Data Analyst to get the Outliers list on Process.• Call evaluations/audits to improve quality, minimize errors and track operative performance.• Preparing reports for analysis (identification of areas of strengths and weaknesses) for one-on-ones with immediate Manager, round-table meetings with “Operations” and conference calls with US counterparts. • Managing various reports of the team such as, Productivity Report, Call tracker report and CE (Customer Experience) scrub report for the team. • To identify areas of improvement in the process based on gaps in quality and delivery. • To monitor calls and provide feedback or corrective action to agents, measure employee performance. • Managing case management at the enterprise level. • Doing floor training with regards to any change or execution of new process to be implemented in the business. • Create a focus group of BQ agents on the floor and work closely to improve their performance metric. • Guide and direct the case management case to the RS team.

• Focus and drive on team resolution score and voice of customer score• Handle escalation calls and be accountable for all escalation calls within the team to ensure resolution• Follow-ups on highly escalated issues, resolve the issues of the customer which are pending• Work with the process improvement team to identify the key areas of training for the agents on the floor through the survey scrub received from customers.• Provide feedback and coaching to team members, based on Audits and Voice of Customer.• Conduct training programs for team members based on the learning / observations.• Responsible for performance management, schedule adherence, Quality control, C-sat measurements, process improvement based on the same, hiring and attrition control.• Formulating and analyzing various processes, Training needs and recommending process improvements and to achieve operational efficiency. • Responsible for driving and delivering on the key business metrics like Repeat call, Customer Experience , AHT and Operation Excellence