Responsibilities:Lead customer service and marketing services teams to deliver high-quality service and organic growthResolve customer issues and improve processes and techniquesMonitor and report on team performance, KPIs, and SLAsProvide ongoing training and motivation to team membersIdentify and address partner opportunities and friction pointsImpact:Established the 24*7 Support team from a after hours admin team to support over Phone, chat andEmail.Successfully completed the implementation of Inbox Chat support for Marketing Services which was achat tool built in house.Successfully achieved and maintained a CSAT of above 96% over 6 months continuously and attaining the all time best score of 98%.

Group Manager for Amazon.in was responsible for end to end delivery of operations comprising ofPhones, Message Us, Email and specialty processes with 11 Team Managers with an overall span of200+ FTEs.Setup operations at a new location for Virtual customer Service at Lucknow.Was closely involved in the recruitment and training of the new workforce at the new site.Key responsibilities handled in the current position include Operations management of all LOBsreporting to me, performance management, process management and People Management.Won the Leader of Leader Award for Q1 2019.

Operations Manager for Allianz Australia responsible for end to end delivery of operations comprising of7 Claims processes with 11 Assistant Managers with an overall span of 115 FTEs.Key responsibilities handled in the current position include Client Management, Manage AccountFinancials, Operations management of all LOBs and People Management.Was a key contributor in the implementation of multiple projects for the amalgamation multiple policyoperations teams and creation of a SWAT team to handle multi skilled work force to handle staggeredvolumes in multiple skills.

Account Manager, OperationsHandled an account as site lead at Cochin for a retail client responsible for end to end delivery of operations comprising of 5 Lines of Business with 11 Team Managers and 2 Sr. Team Managers reporting under me with an overall span of 420+ FTEs.Key responsibilities handled in the current position include Client Management, manage Account Financials, Operations management of all LOBs reporting to me and People Management.Awards - Won the Customer Obsession awards within a Quarter of the inception and was able toreplicate the performance in different lines of business.

Business Analyst, Organizational Excellence.Evaluation of projects, current cost / benefits analysis at project decision points.Finalization of requirements and specifications in consultation with collaborators / promoters aswell as Project scheduling including manpower planning.Participating in project review meetings for tracking project progress, removing bottlenecksand implementation of QA/QC procedures as per norms and standardsPlan and successfully coordinate for resources to successfully establish new or changed serviceinto production, within the predicted cost, quality & time estimates.Successfully completed three Organizational Projects - (1) $5 Million Revenue Impact in the Bonus Maximization and Penalty reduction project. (2) Delivery Standardization - Standardized 120 of the 200+ COPC Standard practices across the enterprise. (3) Streamlined Employee Life-cycle Record

Senior Team Manager for a PFS Chat support comprising of Sales and Tech Support teams.Process client requests, complaints and concerns on a priority basis.Meet Client expectations on all forecasting & scheduling and other Operation related SLA’s.Ensure follow up on quality issues from the quality department.Be a knowledge center and help team with the financial planning & billing issues.Monitoring and reporting of service levels.Responsible for Resource planning, forecasting, staffing and scheduling accuracy for theprocess.Manage Staff workload and welfare and ensure voice of customers.Conduct periodic and surprise audits and checks to ensure compliance with documentedpolicies and procedures.Act as Shift/Facility In-charge to monitor smooth functioning of shift/Facility.Responsible for implementing Information Security, policies and procedures on Risk Management.Understanding crisis management plans and procedures to ensure data security.Responsible for Attrition and Shrinkage management of the account.Service Delivery interview panel member as part of recruitment.

Operations Management Monitoring and reporting of service levels. Improve operational productivity & efficiency. Improve relationships with end-user departments. Work on strategies to build platforms for new business.Project Planning & Management Evaluation of projects, current cost / benefits analysis at project decision points. Finalization of requirements and specifications in consultation with collaborators / promoters as well as Project scheduling including manpower planning. Participating in project review meetings for tracking project progress, removing bottlenecks and implementation of QA/QC procedures as per norms and standards Plan and successfully coordinate for resources to successfully establish new or changed service into production, within the predicted cost, quality & time estimates.

Operations Level:Ensure follow up on quality issues from the quality department. Be a knowledge center and help team with the billing issues.Monitoring and reporting of service levels.Improve relationships with end-user departments.Responsible for forecasting, staffing and scheduling accuracy for the process.Manage Staff workload and welfare and ensure voice of customers.Conduct periodic and surprise audits and checks to ensure compliance with documented policies and procedures.Performance Measurement: -Accountable for accounts' Quality and Production.Communicate performance measurement parameters to Associates/SMEs Conducting Annual appraisal for SMEs/Associates.Measure Associate/SME performance by using performance parameters.Periodically review accounts' performance and chalk out plan to meet the needs of the client.Report Generation: -Report on weekly account review to Management.Weekly production and quality report to Management. Account/Team performance report.Client satisfaction report based on correspondence.

 Handled technical queries at Tier1 and Tier 2 level. As an SME used to handle the Client Calibration calls.

 Handled technical queries at Tier1 and Tier 2 level. As an SME used to handle the Client Calibration calls.

 Technical support for a US based ISP.

 Billing and order taking for a British Catalog Shopping network.

 Sales and Marketing of Lifesaving drugs covering South Kerala.

 Sales and Marketing of Lifesaving drugs covering South Tamilnadu.