Led a diverse, international BackOffice Operations team of 80, driving service excellence and consistently achieving SLA targets with a 95%+ success rate.Developed metrics-driven performance management and quality assurance programs, resulting in a 30% increase in team productivity and a 20% reduction in errors.Conducted regular one-on-ones with team managers to assess performance and provide targeted developmental coaching, enhancing overall team engagement.Troubleshot and resolved escalations, ensuring timely and professional issue resolution with a 98% resolution rate within SLA.Identified process improvements, leading to a 15% increase in efficiency and a 25% boost in customer satisfaction scores.Participated in cross-functional meetings with Training, HR, Quality, and WFM, defining actionable plans for continuous improvement.Implemented best practices to exceed client expectations, adjusting staffing based on evolving requirements, resulting in a 10% cost reduction.Led Monthly Business Reviews (MBRs) with clients, presenting insights on KPIs, SLAs, attrition rates, and shrinkage analysis to inform strategic decisions.Facilitated collaborative MBR sessions to highlight quick wins, address challenges, and showcase initiatives that optimized processes and enhanced partnerships.

Led multiple lines of business (LOBs), including Back Office Operations and Email Support, for major clients such as Amazon, Walmart, The Home Depot, and Apple Care Services in the US and Europe, achieving a 95%+ client satisfaction rating.Utilized Salesforce CRM to create analytical reports and dashboards, delivering actionable insights that increased client engagement by 30%.Managed project timelines using JIRA, ensuring successful execution of client projects and consistently receiving feedback scores above 90%.Collaborated with cross-functional teams (Product, Engineering, Legal, Customer Support) to address safety concerns and provide insights for product enhancements, resulting in a 20% improvement in issue resolution times.Monitored key performance metrics in alignment with client SLAs, consistently exceeding expectations with a 98% query resolution rate.Reviewed and provided regular feedback on staff performance, ensuring adherence to quality and productivity standards, which led to a 15% increase in overall team efficiency.

Design and improve processes and workflow procedures to increase efficiency.Review daily error reports. Research errors and collaborate with internal groups to resolve. Determine root cause and modify procedures when necessary.Liaison off closely with B2B Marketing Managers and other members of the AT&T team to expedite and facilitate established processes, to improve operations.Tracks orders and shipments and assists with tracing.Addresses various internal and external customer queries and concerns regarding shipments, billing, status, services, carriers, and other needs; forwards complex or escalated customer needs as appropriate.Locate and verify information using online CRM; “Salesforce”. Works to identify missing or potential operational or service concerns, and communicates with appropriate groups to resolve.Warranty creation, claims processing, shipping labels generation, Warranty Cancellations and client exceptions issue and resolving for AT&T, SAMS and Amazon.

Worked as an Internal auditor for assuring the product health and safety under the ISO 9001, K Mart, Wall Mart, Tesco, SQP (Dollar General) and H & M Standard.Assisted process quality branch in terms of development and quality control plansHandled the tasks implementing, developing and maintaining quality system policiesOrganized Pre-Production meetings to discuss different production related matters that are directly involved in garment production.Co-ordinate with departments regarding customer specifications and instructions. Monitoring in-house departments and outdoor CMT’S, assigning programs and supervises out door Quality controllers and corresponds with our customers regarding orders and related production issues.Prepared quality analytical status report with graphical presentation based on weekly, monthly internal and external audits for Managing Director.