Experienced telecommunications professional with a successful background in CSR, Back Office Senior Consultant,and Quality Analyst roles at Sutherland Global Services. Seeking a leadership position as a Team Manager.Leveraging data science skills and Google certification to analyze customer data and provide data-driven insights toimprove operational processes.Developing and implementing robust quality assurance protocols to ensure consistently high-quality service deliveryacross the team.Facilitating Cross-Functional Collaboration: Fostering effective cross-functional collaboration with other departmentsto address customer concerns promptly and comprehensively.Leading training programs to enhance the skills and knowledge of customer service teams, resulting in improvedperformance metrics.Producing detailed reports and actionable analytics, providing management with valuable insights into customeroperations and areas for improvement.Maintaining a proactive approach to identifying and addressing areas of improvement, contributing to a culture ofcontinuous improvement within the organization.Back office Senior Consultant , Sutherland Global Services Dec 2019 - Sep 2022Streamlined back-office operations, resulting in improved efficiency and reduced processing times fortelecommunications tasks.Identified and implemented process optimization strategies that enhanced the overall workflow and reduced errors intelecommunications services.Ensured the highest level of quality control by implementing rigorous quality checks and standards, resulting inimproved service reliability.Utilized data analysis skills to identify trends and patterns in telecommunications operations, enabling data-drivendecision-making for process improvements.Collaborated effectively with cross-functional teams, fostering a cooperative work environment and enabling smoothcommunication between departments.Nurtured strong client relationships by providing timely and accurate information and solutions, enhancing overallclient satisfaction.Conducted training programs for team members, facilitating their professional growth and improving their skills inhandling telecommunications tasks.Successfully managed telecommunications-related projects, ensuring they were completed on time and within budget, CERTIFICATESWHAT IS DATA SCIENCE? , IMB | 2023DATA SCIENCE , GOOGLE.