• Guaranteeing the delivery of all Service Level Agreements (SLAs) in accordance with established specifications and guidelines• Runs SLA assessment reports, analyses metrics, and reports data performance in sustaining real-time report dashboards inServiceNow and Power BI.• Validating the alignment of targets delineated within Underpinning Contracts with the stipulated SLA targets. Implement quality assurance measures for products/services and monitor production KPIs & CSLs.• Conducting a gap analysis to pinpoint breaches in SLA targets, investigate their causes, and propose actions to prevent similar future occurrences• Leading a team of IT professionals and providing guidance and support to ensure that they are meeting their goals and objectives by building triage for Incident/Change/Problem.• Conducted an analysis of DSAT reports and coordinated with respective tower leads for the development of an appropriate action plan

Project – Energy & ConsumerKey Deliverables:• Ensured the adherence and delivery of all Service Level Agreements (SLAs) in alignment with specified guidelines and standards• Engaged in discussions and presentations with customers on daily, weekly, and monthly reports, securing their sign-off• Carried out audits on each service tower's performance and quality of work on a weekly and monthly basis• Collaborated with each tower lead proactively to prevent any breaches in ticket handling• Generated necessary documents to fulfill client requirements, aiming to achieve 100% adherence to the Service Level Agreement• Responsible for the creation and upkeep of CSAT & DSAT reports, aligning with tower leads and securing customer sign-off• Conducted an analysis of DSAT reports and coordinated with respective tower leads for the development of an appropriate action plan

Key Deliverables:As Content & Data Management Specialist, Europe:• Initiated new processes for stabilization• Served as a liaison among IT, technical, and account managers to conduct UAT and implement new system functionalities• Formulated system requirements and improvements• Established process controls, procedures, and metrics, identifying inefficiencies through gap analysis• Identified opportunities for system enhancements and workflow optimizationAs Content & Data Management Team Leader, Europe:• Allocated resources for site updates and enhancement testing• Resolved process impediments in collaboration with various stakeholders• Established process controls and metrics, performed gap analysis• Addressed customer complaints professionally and forwarded unresolved issues• Mentored associates, conducted performance reviews, and facilitated career growthAs Order Guide & NA Price File Maintenance Team Leader, North America:• Analyzed Order Guides and Price Lists for vehicle configuration• Prepared timing charts for production activities• Delegated tasks and monitored project progress, providing updates to managersAs Campaigns Management Operational Analyst, Europe:• Managed dealer payments for campaigns across 22 European markets• Ensured payment accuracy through control mechanisms• Executed weekly payment distributions with 100% accuracy, documented business processes, and adapted to evolving business requirements.

An agency sales manager's to manage agency channel sales for the company. Responsible for managing agents, training agents and achieving sales targets for the team and effective team management.  Generate leads and work with agents to close the each plan.  Detail explanation of products, motivate agents and generate business.  Provide timely support and effective plan & setting objectives