Dynamic Operations Leader with 8+ Years of Expertise in ITES-BPO & Customer Service ManagementI am a results-oriented professional with a strong background in driving operational excellence across multiple customer service domains, including Inbound, Outbound, Escalation Desks, Chat, and Backend. Over the past 8+ years, I have consistently demonstrated the ability to build and lead high-performing teams, streamline processes, and optimize service delivery to meet and exceed business objectives.•With hands-on experience in leading multiple lines of business, managing large teams, and working with top-tier International clients Meydan Free Zone, I have a proven track record of enhancing customer satisfaction, improving key performance metrics, and fostering a culture of innovation and continuous improvement.KEY STRENGTHS & EXPERTISE •Leadership & Multi-Team Management: Spearheaded the management of diverse teams across voice and non-voice departments, overseeing up to 120+ FTEs and delivering exceptional service outcomes through strong leadership and team-building strategies.•Performance Optimization: Expertise in service delivery optimization, driving improvements in AL, SLA, AHT, CSAT, NPS, and FCR scores. Adept at using data analytics to inform decision-making and enhance operational performance.•Strategic Problem-Solving: Successfully addressed complex challenges by leveraging strategic insights, data-driven approaches, and innovative solutions, resulting in process improvements and enhanced service efficiency.•Talent Development & Retention: Skilled in attracting, developing, and retaining top talent through mentoring, training, and creating opportunities for professional growth, leading to high employee engagement and retentionCORE COMPETENCIES INCLUDE •Data Analytics & Reporting for Informed Decision-Making•SLA Management & Service Delivery Optimization•Customer Satisfaction (CSAT), Net Promoter Score (NPS), and First Call Resolution (FCR) Improvement•Escalation Management & Complex Issue Resolution•Workforce Management & Staffing Optimization•High-Performance Team Building, Staff Retention, and Professional Development•Recruitment, Training, and Mentorship of TalentThroughout my career, I have been recognized for my ability to drive operational excellence while fostering positive customer experiences. Whether it’s leading teams to achieve top performance or implementing strategies that improve overall efficiency, I thrive in fast-paced environments and am committed to delivering measurable results