Responsible for 300+ Executives, 5 Team Leads and 1 Team Manager & MIS Person.• Supervising Operations Management, Capacity planning, Client Relationship Management, Business Development, Profit & Loss for the Division with revenue enhancement and cost control measures for the Organization• Developing operating budget to exceed corporate earnings projections and managing distribution center to operate effectively within the operating budget• Supervising growth, Profit & loss, revenue optimization from top line to bottom, execution and completion of the projects and so on.• Developing revenue and cost forecasts and establishing Key Performance Indicators (KPI’s) for tracking performance• Focusing on daily operational performance• Directing areas with multiple functions together with process managers• Coordinating with human resources team in forming and training a cross-functional environmentCollections • Manage delinquent portfolio from current bucket to NPA(Non Performing Assets), legal, skip tracing, networking.• Weekly performance review of the COs & keeping close control to ensure the achievement of allocated collection targets• Daily productivity MIS should be maintained & shared with the higher management along with the analysis• Effectively managed the 0-30, 30-60, 60-90DPD, collections at circle level. (Achieved 73% due date collections and 93% for 0-30 closure).• Planning targets, monitoring numbers and achieving the targets on a daily, weekly & monthly basis in adherence to the pre-set standards.• Effectively handled Top Corporate collections for NBFC cluster from July-04-18 to Till date. (Collection performance at 97%)

Roles & ResponsibilitiesResponsible for 70 Executives, 4 Team Leads and 1 Team Manager & amp; a MIS Person. Coordinating with clients & building relations interfacing with them to understand theirrequirements & provide customized services. Handling multiple campaigns like Reconciliation,Collections,Retentions,and Customer Service. Responsible for Sales and Associate Support for the Life Insurance policy Onboarded. Analyzing & driving the targets on Contacts, Lead Generation, Revenue Generation, and Revenue Conversion on daily basis. Analyzing & driving the contractual SLA’s on daily basis. Managing the data like scrubbing DND, Uploading data in dialer, data filtering & data performance. Involved in quality checks, internal / external audit, and calibrations with PTB department. (Professional Telephonic Behavior). Presenting performance data to the Top Management in MBR (Monthly Business review). Ensure timely MIS reports were sent to management. Maintain Agents performance data for discussion & Conduct Performance Reviews periodically with DR’s. Attendance, Managing Leaves & Unscheduled absenteeism of DR’s Team. Employee retention (Attrition Control), arranging for backfills on a timely basis. Conducting daily huddle with team to update on all the floor issues /concerns/product updates.

Roles & ResponsibilitiesSpearheading 5 TLs with an average agent span of 30 each and providing a central support toSouth India Process.Handling fortune Client Reliance Telecom & Broadband Inbound Process for South Location(Customer Service & Appellate Authority)Managing attendance, absenteeism and attrition.Achieving the targeted C-SAT & I-SAT scores to avoid penalty and ensure reward.Analyze individual Agent/SMEs and program/account performance on a regular on a regular basis,perform root cause analysis and develop corrective action plans (Individual development plan) inclose cooperation with the Training Department and Agents.Conducting weekly performance review using PEP (Performance Empowerment Program) sessionsand charting out IDP (Individual Development Plan) for individuals in the team.Effectively and appropriately interface to ensure that the organizations policies are adhered by theteam.Ensuring continuous improvement through TYP (Test Your Product) for Leadership & Lead byExample (LBE) and executing stringent calibration exercises for the Leadership, Quality andTraining, thereby bringing about rigorous quality approach.Serve as technical/operational expert for queries to be directed to Upward and downwardcommunication.Retrieving data from various data sources, collating the data in a presentable manner and givenecessary justification & outcomes. Data identification, collection, validation, collation andpreparation of various reports. Reviewing the SLA (Service Level Agreement) Management and KRA (Key Responsible Area).Maintaining the AHT (Average Handling Time) as per the client requirement. Constant pacinganalysis for effective CPH, manage drops.Ensuring the Team target to be met by motivating the team and given feedback on regular basis.Coordination with other departments to make sure daily team issues is taken care.

Research Analyst in Social Media and Research Services.My job included working on the following Social Media ProjectsAmerican National Property and Casualty Company (ANPAC): Conducted a general background check on the company in the US region Analyzed a sample for customer perception and key topics generating the buzzin social media bothpositive and negative Gave key-insights about Classic Car Insurance Competitor analysis Created a sample reports with verbatim, sentiment and general chatter around the company and itsproducts Reviewed brand tracking, competitors, campaigns in US region Tools used were radian 6 and google for discussions and forumsAssetz Home: Performed a social media landscape analysis Gave a list of key influencers, verbatim and key take away Analyzed customer perception Tools used were google search and radian6Health and Wellness: Made a key influencer report identifying key bloggers and individuals that had been making an impactabout the brand Identified top domains Social Effectiveness Index (SEI): Made a key influencer report identifying key bloggers and individuals that had been making an impactabout the brand measure and ranking Social Effectiveness for brands Created Quarterly SEI measurement reports Used radian6 for collecting data

 Handling the Postpaid dealers calls from the KK circle Achieving the targeted Monthly 90% of the quality on the monthly basis Spearheading with an average agent span of 20 each and providing a central support to South IndiaProcess. Managing attendance, absenteeism and attrition. Ensuring the Team target to be met by motivating the team and given feedback on regular basis. SBI personal loan payment collections.