• Assuring the business vertical, I support is continuously raising bar for quality and SLA in all the processes.Serve as a central point of contact, coordinating and managing tasks to meet project timelines and deliverables.• Proactively communicate and coordinate with stake holders to ensure alignment and successful project outcomes.• Develop tracking systems, metrics, and reports to determine the effectiveness of ongoing projects and initiatives and communicate the results to key… Show more • Assuring the business vertical, I support is continuously raising bar for quality and SLA in all the processes.Serve as a central point of contact, coordinating and managing tasks to meet project timelines and deliverables.• Proactively communicate and coordinate with stake holders to ensure alignment and successful project outcomes.• Develop tracking systems, metrics, and reports to determine the effectiveness of ongoing projects and initiatives and communicate the results to key stakeholder.Responsible for preparing daily, weekly, and monthly client/internal reports. Preparation of weekly performance / KPI reports and maintaining performance dashboards.Assisting in automating reports by designing macros (GEMBA Connects, Weekly & Monthly Business Reviews, New Launch Projects)•Coordinate with Team lead, Managers and stakeholders to track project dependencies, risks, and issues , and work closely with team members to resolve promptly.•Preparing team’s performance data for Weekly Business Reviews and RDS reports for the team’s visibility. •Change Management – Working with business teams to prepare, update & communicate the same about the SOP's to team. •Initiate enablement sessions and training presentations for the team & Stakeholders.• Auditing and quality checking the Phone screen scheduling tasks rendered by the team •Trained and mentored team members to be auxiliary resources during crisis/peak volumes •Providing coaching to associates in the areas of SOP adherence and quality •Fostering skill diversity among junior associates by cross skilling them in multiple AWS business verticals •Conducting audits and draft audit reports detailing methodology, results, and recommendations. Collaborating with business partners to resolve escalations and deep dive for root cause to eliminate or reduce future contact needs. •Allocation of work to the team, Queue management & monitoring queues at periodic intervals to track and report progress for SLA. Show less

• Leading the integrated workforce management for strategic & operational demand management, workforce planning, talent acquisition, on-boarding, skill management including up-skill & cross skill, learning.• Conduct Sales activities - Organize Kiosk in 180 + apartments, conduct magic shows & HOTS based TAB Test for the kids.• Handling, Negotiation & coordinate with different vendors & agencies for the events, discuss the quotations with manager and then schedule final meeting for… Show more • Leading the integrated workforce management for strategic & operational demand management, workforce planning, talent acquisition, on-boarding, skill management including up-skill & cross skill, learning.• Conduct Sales activities - Organize Kiosk in 180 + apartments, conduct magic shows & HOTS based TAB Test for the kids.• Handling, Negotiation & coordinate with different vendors & agencies for the events, discuss the quotations with manager and then schedule final meeting for complete briefing.• Eliminate process wise transaction level defects that are cost impacting. (E.g. misrouted transactions, re-work, manual work, etc.).• Process Optimization by temptation of a project.• Facilitate collaboration and coordinate efforts between cross functional teams for efficient project execution.• Actively coordinate team meetings, schedules, and resources to support the achievement of project milestones.• Ensuring full utilization of the social media recruitment and the entire social media communication of HR; finalizing the targeted niches and the content of the social media messages• Assessing relevant training needs for individuals and accordingly mentoring and developing teams through leadership and assertiveness• Managed customer complaints, delivered appropriate solutions within the time limits Regularly followed up to ensure the issue is resolved• Sourcing the participants for USER Research.• Meeting with different school Principals to conduct events in their premises.• Order and manage merchandise, rewards and giveaways Show less

• Update the company database by inputting information from each call and keeping every customer field current• Collaborate with the sales team to develop efficient methods for handling issues with larger revenue customers• Work on special short-term projects to offer customized support for new products or products at end-of-life• Monitor the customer satisfaction levels and develop methods for increasing them• Assist in creating ways for delivering excellent customer… Show more • Update the company database by inputting information from each call and keeping every customer field current• Collaborate with the sales team to develop efficient methods for handling issues with larger revenue customers• Work on special short-term projects to offer customized support for new products or products at end-of-life• Monitor the customer satisfaction levels and develop methods for increasing them• Assist in creating ways for delivering excellent customer service to irate or problematic customers Show less