• Perform wide-ranging management duties with strong emphasis on Strategic Business Planning, Employee Recruitment, Business Development, Contract Negotiations, Training and Development.• Recruitment and Selection: Managing full Recruitment Life Cycle.• Designing and implementing the daily plan for the role specific hiring as per the clients needs.• Sourcing resumes against different requirements, checking them against different specifications set by internal client such as skill set, salary range, relocation etc• Manage and develop the database for optimum utilization. Use all methodologies of sourcing like Headhunting, Networking, Employee Referrals, and Internet Sourcing for low cost hiring.• Involve in Vendor Management, sharing the requirement with vendors, keeping track of each and every talent sourced by vendors.

• Perform wide-ranging management duties with strong emphasis on employee recruitment, training and development.• Successfully manage and train employees (onsite & offshore).• Tasked with comprehensive recruitment, T&D and employee relations responsibilities.• Provided effective counseling and resolved disciplinary issues.• Deliver regular employee performance appraisals to upgrade and enhance personnel performance.• Documented process improvement changes to in-house recruiting tools.• Provided management with performance reports (daily, weekly and on an annual basis).• Owned full-cycle recruiting: interviewed, offered, negotiated and closed candidates for assigned requisitions. • Responsible for Employee relations, benefits administration and salary determination.• Successfully and proactively identified sales opportunities by identifying sales leads from candidate conversations.• Responsible for checking references, negotiating terms and rates for each project, coordinating the interview process, extending offers, and closing candidates. • Responsible for mentoring and providing on-going training and support for new recruiters and serve as a resource for learning and navigating senior technical policies and procedures.• Best Revenue generator (gross margin as well as professional placement fee) for the account, Year on Year.

•Handled escalated calls and provided guidance to Level 2 agents•SPOC for Roster preparation and maintainance of team attendance •Guided Level 2 agents in troubleshooting for various issues•Approved tickets for further escalation to the higher departments•Handled Tickets while working as a Ticket Manager – using Remedy.•Provided frontline technical assistance to residential customers•Handled issues of customers having Windows Operating Systems that would face issues relating to connectivity, routing and emails•Provided frontline technical support for the customers of Verizon Advanced Data Services•Consistently maintained above 80% in quality scoresProjects at Infosys BPO:-•Prepared a set of questions related to ticket coding for online tests to Level 2 agents.•Responsible as a Shift Supervisor. •In charge of the Team in the absence of the Team Leader and acted as a Pseudo Team Lead