My Job comprise of several attributes:-Transitioning - Quality assurance through Mistake proofing- Customer relationship management- Escalation Management-Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. -Supervising the preparation of reports to provide feedback to the management on the performance as per the requirement.-Setting quality standards for operational areas & ensuring adherence to quality standards ensuring that the teams adhere to all the quality tool and procedures.-Taking initiatives through various programs to educate the team members about the company procedures. -Mapping client’s requirements and ensuring rendering of effective solutions in line with the guidelines specified by the clients.-Taking escalations for resolving critical issues. -Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels and future business generation.-Successfully implemented Suggestion Portal within the Contact centre.-Managing Team functions viz. manpower planning, induction, performance appraisal, etc.-Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & process targets.-Creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst Team members.-Effectively managing the operations with key focus on optimal utilization of resources. -Managing teams to work in sync with the corporate set parameters & motivating them for achieving business and individual goals.-Conducting various training sessions for enhancing the performance and quality of service.

My work is to spread awareness about the Onescript spelling Reform of English language authored by sbw r&d , Help L2 learners to pronounce the words with the right sound,Support TESL and Educators, design strategies for business development of the organization, Designing business model for the clients according to their needs of their business and to maintain PR with the clients and associates.

One of the most Dynamic role handled by me while handling two separate verticals together:o Lead a team of 25 FTE’s.o Analyzed the performance of the Business development team and introduced performance enhancing Manualso Conducted research on the clients overall profile for further business developmentso Coordinated between the IT team and the Clients for timely service delivery as per SLAo Setup and managed invoice management processo Maintained strategic business relationship with channel partners and clientso Achieved all the given targets.o Transitioned the service delivery and improvised solutions for customer delight.