o Responsible for recruitment of team members, team building, Performance Management and counsel.o Set monthly targets for continual performance improvement in accordance with management plan.o Resolve gaps and conflicts between team members, and provide Trainings for effective improvement.o Responsible for ensuing Workforce optimization lead to improvement in deliverables.o Responsible for Daily, Weekly, and Monthly MIS and statistical reporting to stake holders for their reference, understanding and suggestions with respect to operational activities.o Ensure root cause analysis undertaken for all operational incidents (escalations, operational errors) for improvement.o To have monthly calls/visits with clients, management for understanding the further scope of improvement in support processes.o Responsible for managing overall Quality and Compliance to provide GT 97% defect free service.o Roster employees effectively in two shifts to cover 15 hour operational window.o Create effective Dialer plans for maximum right party connects and ensuring entire inventory is penetrated as per required standards.o Responsible for handling Third level escalations, especially complaint sensitive accounts and resolve escalations.

o Lead a span of 5 team leads and 50 agents. o Responsible for managing KRA’s Collections and Quality, Staffing and Attrition.o Handle Second level escalation calls to ensure collection targets are met.o Present Monthly Business Reviews to the management for management insights, highlight achievements and address opportunities.o Managing attrition and conducting yearly appraisals of Team Leads and agents.+ Successfully setup and Transitioned a new unit of 50 agents

o Inducted into the pilot batch of American Express collections with Thirds Portfolio. o Managing a span of 10 agents.o Managing operational activities, attrition and yearly appraisal of agents. o Ensuing Inbound Service Levels are always as per set standards.o Handle escalation calls and ensure Customer Satisfaction levels/Collection Targets are met.+ Selected for Management Development Programme (MDP) (Oct 2004 – May 2005) training as a step up to promotion.+ Consistent collections lead to moving up to Primes Portfolio which maintained 6 months of #1 ranking.+ Devised an Excel based Appraisal rating system for all agents.+ Introduced a training document to assist agents to skip-trace customers better and in the right order.

Customer Service (Fingerhut) – Customer Service, Voiceo Handling big ticket Voice escalations and resolving customer inquiries about the product.+ Inducted into the pilot batch for FingerHut (Voice) and rapidly moved on from Order Taking, Order Entry to Customer Service wherein elevated to a Team Lead. Technical Support (Gateway computers) –Technical support, Non-Voiceo Ability to handle multiple chat bases technical support simultaneously+ Best Customer satisfaction ratings + Excellent Quality and Lowest average handle time awards.