•Developed and implemented operational strategies to improve efficiency and reduce costs while aligning with business objectives.•Led and mentored cross-functional teams to meet and exceed key performance indicators (KPIs), fostering a culture of collaboration and accountability.•Identified, analyzed, and optimized operational processes to streamline workflows, enhance productivity, and achieve higher profitability.•Managed multiple projects simultaneously, ensuring timely delivery, resource optimization, and alignment with business goals.•Oversaw the development and management of departmental budgets, ensuring financial targets were met while maximizing operational efficiency.•Built and maintained strong relationships with vendors and suppliers,negotiating contracts and ensuring timely delivery of services and goods.•Identified operational risks and implemented mitigation strategies to minimize disruptions and ensure business continuity.•Established performance metrics and reporting systems to monitor and evaluate the effectiveness of operational activities.•Ensured adherence to industry regulations, company policies, and legal requirements across all operational activities.•Optimized resource allocation, ensuring efficient utilization of manpower,equipment, and other assets to meet organizational objectives.

•Managed large volumes of inbound and outbound calls in a fast-paced,high-pressure environment, adhering to service level agreements (SLAs) and maintaining response times.•Followed standardized communication scripts to handle diversecustomer inquiries, ensuring consistency in messaging and delivering accurate information.•Actively listened to customers to identify their needs, clarify information,and research issues thoroughly to provide timely and effective solutions or alternatives.•Ensured first-contact resolution (FCR) by troubleshooting complex issues and escalating unresolved cases to appropriate departments when necessary.•Consistently met and exceeded personal and team qualitative and quantitative targets, including KPIs related to customer satisfaction(CSAT), call resolution, and response time.

•Provided exceptional customer service, assisting clients with product selection and personalized recommendations to drive sales.•Achieved and exceeded sales targets through effective upselling and cross-selling techniques, boosting store revenue.•Maintained store presentation by organizing merchandise displays and managing inventory levels for optimal stock availability.•Processed customer transactions accurately and efficiently, handling payments and returns to enhance the shopping experience.•Collaborated with the sales team to meet store objectives, track performance, and improve customer engagement strategies.•Utilized CRM software to manage customer data and purchasing patterns, fostering repeat business through follow-ups.

4 months industry oriented domain focused cyber security training with skill cube under National Urban Livehoods Mission - Employment through Skill training and placement in security operation center