Seasoned with an experience of 21+ years, in end-to-end operations including service excellence, customer support, quality compliance, team management, need assessment, business process understanding, requirement mapping, procedure development, training & development.Highly skilled in providing end-to-end customer service delivery solutions along with strong capabilities in implementing the Service Delivery Process covering Capacity Management, Service Level Management, Resolution Process and Control Process; developing Procedures, Audit implementation and Service Standards for Business Excellence.Well exposed to Project Management Life Cycle including project setup & scoping, requirement analysis & technical specifications, effort & cost estimates, risk management, planning, monitoring and tracking, process management & compliance, issue & change management, resource optimization. Exceptional technical, analytical, troubleshooting and team leadership capabilities.Excellence in formulating strategies, driving process excellence initiatives, deriving substantial improvements across diverse business processes with implementation of lean methodology to assess the performance of the process.Strong people & project management skills, capable of managing members having distributed skill sets, ensuring judicious utilization of resource as well as ensure skill upgrade, competence management, career planning and mentoring of the team members as well as maintaining TAT, quality, productivity and behavioral aspects of the team.Driving new business through key accounts & establishing strategic partnerships to increase revenue. Expertise in developing marketing & promotional strategies, advertising campaigns, hiring, training & developing staff, leave management, setting KRA, conducting annual appraisals, customer relationships and customer satisfaction.