Contact Centre Management: Supervised a workforce of 30+ direct reports and three leaders, coordinating resource allocation, staffing, scheduling, and adherence to SLAs (AHT, FCR, C-SAT & ASA) to enhance Contact Center’s performance. Supply Chain Management: Held leadership positions in verticals – Pre-Sales & Order to Cash (OTC) Line Manager - Pre-Sales Team (Customer Relationship & Quotes Management) Change Ambassador: Identified as an influencer who is uniquely positioned to work with cross functional teams (150+ associates) over a CRM transformation project. Cost Center Management: Responsible for overseeing budget allocation, conducting performance evaluations, structuring job roles, and managing recruitment processes. Project Management: Tasks include organizing User Stories, maintaining Backlogs, and facilitating sprint reviews and retrospectives for efficient project execution. Stakeholder Management: Engage with stakeholders including sponsors, employees, suppliers, and customers to drive growth, optimize processes, and address escalations, ensuring alignment with organizational objectives.

Transformation Projects: Lead transition initiatives for CRM (Customer Relationship Management) and ERP (Enterprise Resource Planning) implementation, including projects such as CRM - C4C and ERP - SAP. Program Implementation: Spearhead initiatives - Lean Management (Kaizen for On-Time delivery Improvement), A3 for addressing Employee Turnover, Six Sigma Green Belt for enhancing Customer Satisfaction (DMAIC - C-SAT). Defining Business Priorities: Develop business objectives aligned with organizational vision and translate them into measurable KPIs for tracking progress and success. Associate Engagement: Facilitate Individual Development Plans (IDPs) and Succession Planning and support new hires' learning curve through structured performance management during the initial 30/60/90-day periods.

Business Process Management: Define Key Result Areas (KRAs), report Key Performance Indicators (KPIs), conduct Attrition Risk Profiling, and utilize tools such as 9-Blocker, Potential Grid, and DISC for effective resource management. Quality Audits & Reporting: Conduct Quality Audits, tailor training programs to enhance service delivery quality, and utilize reporting and analytics tools like Power BI/QV/Tableau dashboards and TDMs for performance evaluation and improvement. Quality Control Tools: Utilize tools like CAPA/FMEA, Fishbone, and Histograms for quality control and process improvements. Line of Sight: Responsible for improvements in Productivity, Service Quality & C-SAT of direct reports.

Played a crucial part in supporting customers and maintaining operational efficiency by providing first-line technical assistance to customers through calls, chats, and emails. Mentoring new hires, managing workflow activities, overseeing call queues, implementing Tiered Daily Management, Quality Auditor, and leading shifts were some of the core activities

Played a pivotal role ensuring the efficacy and safety of clinical trials through various activities surroundinga. Site Selection and Preparationb. Protocol Development and Implementationc. Subject Recruitment and Consentd. Monitoring Clinical Trialse. Ensuring Compliancef. Data Management and Reporting