Professional offering over 8+ years of experience operations leader Proficient in managing commercial processes, building high performance teams, and ensuring operational efficiency. Familiar with Salesforce, Talisman and Excel and has track record of Strategic Planning, Problem Solving, data- driven decision making.

Had a great chance to work on multiple interesting projects which helped me to further develop my industry knowledge and gain valuable experience in different aspects of customer service. Besides performing various clerical duties, such as answering phone and responding to emails,also proactively participated in the development of new processes and procedures which led to a significant increase in customer satisfaction with provided services. On top of that, I supervised multiple customer service functions and conducted detailed reports on the progress of the assigned projects.

Responsible for managing customer life cycle & service delivery operationsMonitoring & improving regional CES & CAPS scoresBuilt and maintained relationships with new and existing clients while providing high level of expertise.Providing strong leadership to the reporting team, ensuring that effective management and performance systems are in place through objective setting, appraisal and developmental plansResponsible for the implementation of the Member Services and its effective delivery to the highest quality standardsContinuous improvements through Kaizens and projects

Responsible for the implementation of the Member Services and its effective delivery to the highest quality standardsDriving customer engagement programs & focus on proactive engagementProfiling of customers and focus on effective holiday planningInstrumental in process improvement through initiatives to increase retention and thereby customer satisfaction