Heading Contact Center Operations while spearheading 23 different formats under the umbrella of FG. The wide Arrey of Services include IB and OB voice alongside Non-Voice and Social Media for Pan India Customers.

Process Management (Design & Transition) Mapping client’s requirements; developing, implementing and transitioning processes in line with the guidelines specified by the client. Preparing Standard Operating Procedures, Business Process Manual, Operation Manual, Service Level Agreement (SLA) and getting the same approved by the client.  Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level. Providing cost effective solutions to the clients without compromising on quality thereby contributing in Customer Billing Methodology during migration of the process. Mitigate and manage attritions at all levels. Responsible for delivering target% GM-driving high Employee Utilization/ Seat Utilization reduction in COR.Client Servicing / Relationship Management Identifying improvement areas & implementing measures to maximise customer satisfaction levels. Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.  Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.Operations Management Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximise customer satisfaction level. Establishing strong and harmonious relationship with clients as well as the employees. Co-ordinating with IT department in order to ensure smooth operations of the process.Training & Development Recruiting, Mentoring & Determining training needs of employees, designing training modules and creating certification & conducting suitable training programmes to enhance their operational efficiency leading to increased productivity. Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

Serco India is a wholly owned subsidary of Serco Plc a 4 billion pound organization , New Business acquisition , Performance Management and Clinet Management were the key deliverables.

Baxy Infosol provided leading technology & proven solutions in financial risk management & electronic payments to financial services, communications, product & service information, disaster recovery & other businesses. For each of the core markets, the depth of our expertise drives the development of solutions that improve the overall profitability by increasing revenue, reducing costs & improving operating efficiency.Managed the teams for sales, survey and market research & mortgage campaigns,SLA delivery for the contract-efficiency, quality, revenue generation KPIs.

 Have been thrice awarded the STAR OF THE MONTH  Have been awarded the BEST PERFORMER AWARD  Have been awarded the SENIOR MANAGER SPECIAL AWARD Received the lowest Attritions award for two consecutive quarters Have been awarded for the DEDICATED SERVICES TO THE PROGRAM