➽Scope, understand and document Stakeholder’s business requirements. Assess and highlight risk➽Familiar with user story frameworks & can guide engineers to deliver iteratively, continuously.➽Familiar with the concept of a Sprint Goal, and responsible for effectively communicating it to stakeholders ➽Able to understand & deliver success metrics for product & platform changes and enhancements➽Responsible & owner of product backlog, refining it and communicate it frequently to stakeholders➽Coordinate pre and post-production testing & train stakeholder end users on how to use solution➽Manage stakeholder expectations during engagement & ensuring high satisfaction➽Participate and drive internal initiatives (as assigned) to improve overall efficiency and effectiveness ➽Maintain close communication with stakeholders to confirm details, timeframes and expectations

➽Process improvement and business transformation for Customer Service and Account Management team➽Responsible to constantly review As Is process and initiate Projects/Programs aligned with the company’s strategic imperatives➽Responsible for Scope, System Changes, Schedule delivery of the project➽ Cross-functional engagement with fulfillment teams across USA, Manila and India to ensure seamless implementation.➽Lead and deliver cross-functional projects/Programs that would support Contact Center Transformation Plan

➽Manage efficiency improvement projects End to End. Managed projects for improvement of TAT.➽Develop Automation framework for all projects and tasks aligned (RPA).➽Continuous engagement with client to share business updates (performance, productivity, revenue)➽Develop project plans and associated communications documents. ➽Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion. ➽Liaise with project stakeholders on an ongoing basis. ➽Set and continually manage project expectations with team members and other stakeholders. ➽Identify and manage project dependencies and critical paths. ➽Track project milestones and deliverables. ➽Proactively manage changes in project scope, identify potential crises, and devise contingency plans.

➽Drive Key Metrics as defined➽Identify Revenue Leakage and bridge the gap by developing a process➽Drive Customer Satisfaction ➽Ensured Customer is catered within defined time limit➽Employee Development➽Liaise with the Marketing Team on Support provided.➽Ensure smooth functioning Sales & Customer Service Team.➽Facilitate the definition of project/programme scope, goals and deliverables.➽Manage assistant managers or team leaders as functional direct reports, and responsible for delivery of team allocated to them.➽Train, coach, and develop team members to execute complex situations while building a career path for direct reports.

➽Adherence to Client documented SOW➽Drive FEA/ NFEA, Calibration Accuracy as per COPC standards➽Share weekly compliance report to the operations and drive rigor➽Monitor, Track Program level, Team Level & Agent Level attribute wise defects and help drive Operations to improve➽Regular Knowledge measures to identify process gaps and implement measures to narrow the gaps➽Drive hygiene through regular audits and share with Operations and follow Consequence Management right up to leadership level➽Risk mitigation through FMEA implemented across Accounts that was handled by me➽Follow up and close gaps during regular monitoring➽Weekly/ Monthly Client communication on Call Monitoring➽Assist the Operation in creating new strategies keeping in mind customers and business needs.➽Transition & Steady state process audits for business operating in India (Mumbai & Chennai)Six Sigma ExposuresSix Sigma Projects handled➽Project to reduce call transfer rate for a largest ISP Client in Canada. This business is operating out of Chennai, India. Result transfer reduced by 5%➽Improvement of External Quality Scores for a voice-based reputed ISP program, US based. Result 44% to 85% post project➽Resolution Unit Re-routes Accuracy Improvement from 89.13% to 95.83%

➽Responsible for the Quality Assurance & Transactional Quality across 7 processes spanning 200 FTE and 4 Quality Leaders➽Manage quality operations requirement in terms of ➽Identify gaps impacting Customer Experience and implement measures to bridge gaps based on Gap analysis➽Conduct regular sessions with training to review training needs of team and ensure that training material is updated as per requirement. Ensure that refreshers and skill enhancement trainings are conducted as required.➽Initiate and coordinate process changes required for smooth functioning of the department as well as keeping in mind the needs of the customer. ➽Review and assess impact of changes within department and other related functions / departments. ➽Assist the Operations in creating new strategies keeping in mind customers and business needs.➽Identify opportunities for process improvement and implement measures towards fulfillment➽Process Improvement Recommendation. (Daily Observations, Monthly Report/ recommendations)

Assistant Manager Quality – APAC & Mumbai➽Responsible for the performance of 5 Processes consisting of 230 Support Professionals and 12 Quality Supervisor (12 QC’s)➽Transitioning technical helpdesk processes for leading hardware manufacturer from North America to Stream Mumbai➽Handled the successful implementation of ISO procedures across the SBU ensured compliance➽Migrated the EMEA Technical process to Mumbai➽Initiated Six Sigma Green Belt projects for Business Process Improvement➽Awarded Best Assistant Manager for 1 quarter for outstanding performance➽Successfully completed “Train the Trainer/ QA certification” program for technical processes