Strategic Planning: Developing and implementing strategic plans to drive growth and profitability, including identifying new markets, developing new products and services, and creating innovative solutions to improve efficiency and effectiveness.Financial Management: Managing the financial performance of the organization, including developing and managing budgets, forecasting revenue and expenses, and monitoring financial metrics to ensure profitability.Business Development: Identifying and pursuing new business opportunities, building relationships with clients and stakeholders, and negotiating contracts and partnerships to drive growth.Project Management: Overseeing the management of construction projects, including scheduling, budgeting, resource allocation, risk management, and quality control to ensure successful project delivery.Team Management: Building and leading high-performing teams, recruiting and developing talent, and fostering a culture of excellence and accountability.Regulatory Compliance: Ensuring that the organization is compliant with all regulatory requirements, including safety, environmental, and legal regulations.Stakeholder Management: Building strong relationships with clients, vendors, partners, and other stakeholders to ensure customer satisfaction and drive business success.

Managing and leading the implementation & Customer Engagement & support teams.Managing co-ordination of the clients and the team working engaged in the project work.Used management and leadership capabilities to successfully execute project plans across multiple projects, developing and managing project timelines and governance plans, project schedules, design documents and success criteria, project milestones, reporting and budgets.Managing project scope and change control and escalating issues where necessary.Liaise with, and updates progress to, clients and senior management.Act as the central client point of contact throughout the life of the project beginning after sales with project scope.Clearly, understand and communicate customer requirements and integration points in the context of the statement of work.Oversee project delivery process with key contributors to help manage scope and prepare change requests, including tasks, deliverables, milestones, resources, and estimated costs.Manage all day to day administrative activities of a given project from inception to closure.Maintain regular communication with both customer and internal teams and constantly manage customer expectations.Achieve customer satisfaction through successful delivery of defined project scope.Compile customer requests and deployment issues to provide a feedback channel to our core products.Managing coordination of the internal teams and working groups engaged in project work(requires extensive follow-up and coordination).Managing project deliverables, project scope and change control in line with the project plan.Providing regular status reports.As the Technical Support Lead, I was responsible for providing technical & customer support to our clients and their customers and ensuring timely and effective resolution of all issues. I was also responsible for setting up and scaling the technical support team as per business needs.

Supervising - Primarily responsible for overseeing a team of fraud prevention analysts. This included assigning tasks, monitoring performance, and providing guidance and support to team members.Developing Strategies: Work on developing and implementing fraud prevention strategies to protect Match.com/Singlesnet.com users from various types of fraudulent activities, such as fake profiles, scams, and identity theft.Monitoring and Analysis: Continuously monitoring user activity and data to identify potential fraudulent patterns and behaviors. Analyzing data to detect anomalies and potential fraud cases.Incident Response: Managing the response to fraud incidents, including coordinating with other teams, law enforcement, and legal authorities when necessary.Policy and Procedure Development: Developing and updating fraud prevention policies and procedures to adapt to evolving fraud tactics and technologies.Reporting and Documentation: Preparing regular reports on fraud prevention efforts, including metrics on fraud detection rates, false positives, and trends. Keeping thorough documentation of fraud cases and investigations.Compliance: Ensuring that fraud prevention practices comply with relevant laws and regulations related to online dating and user data protection.Continuous Improvement: Striving for continuous improvement by staying updated on industry best practices, emerging threats, and technological advancements in fraud prevention.Risk Assessment: Conducting regular risk assessments to identify potential vulnerabilities and areas where fraud prevention efforts can be enhanced.Communication: Maintaining open lines of communication with team members and upper management to report on the status of fraud prevention efforts and any significant developments.Crisis Management: Being prepared to handle crises related to fraud, including developing crisis management plans and coordinating responses.

Customer Support Leadership: As a Senior Specialist Operations Executive, my role included setting team goals, providing guidance and mentorship to team members, and ensuring the team meets performance targets.Customer Issue Resolution: I was responsible for handling complex customer inquiries and complaints. This involved investigating and resolving issues related to AOL products and services, billing inquiries, technical problems, or other customer concerns.Quality Assurance: Ensuring that customer support interactions meet AOL's quality standards is a crucial part of the role. Monitor and evaluate customer interactions, provide feedback to team members, and implement training and improvement initiatives as needed.Product and Service Knowledge: Maintain a deep understanding of AOL's products and services, as well as any updates or changes. This knowledge was essential for assisting customers effectively and providing accurate information.Performance Reporting: Generate and analyze performance reports for the team. This involved tracking key performance indicators (KPIs) such as response times, customer satisfaction scores, and issue resolution rates.Process Improvement: Continuously identify areas for process improvement within the customer support department. Propose and implement changes to streamline operations, improve efficiency, and enhance the customer experience.Escalation Handling: Handle escalated customer issues that cannot be resolved at the initial support level. Collaborate with other departments or higher-level support teams to find solutions.Compliance: Ensured the team followed all company policies, procedures, and compliance requirements, such as data privacy and security regulations.Documentation: Maintain accurate records of customer interactions, issues, and resolutions.Communication Skills: Exhibit excellent communication skills, both written and verbal, to interact effectively with customers, team members, and other departments.