Responsibilities:• Managing a team of over fifteen full time/part time employees and vendors.• Training team members and vendors on various SOP’s of the hospitality industry.• Identifying threats and hurdles that may come in accomplishing large events like marriage, anniversaries and birthday parties.• Reducing disputes and friction between team members and finding ways to bring a bonding between employees.• Checking if SOPs of the hospitality industry are maintained.• Increasing footfall by doing organic and inorganic marketing on various social media platforms.• Ensuring that all the equipment (Power back up, Computers, Printer etc) are working properly. • Managing day to day operations of a hotel and a restaurant. • Training team members on hospitality and customer service.• Talking to vendors about bookings/ availability and price of the rooms.• Working on feedback given by clients and vendors.• Calling the existing clients and informing them about latest offers and events.• Updating staff about the changes in the operations and the workload on daily basis.

Responsibilities:• Managing a team of over ten people from a remote location.• Training and motivating team members.• Planning on monthly investment required to run the business and presenting it to business owner for approval.• Finding new avenues by doing market research and winning vendors by showing them our past scores and work culture.• Meeting new call vendors and introducing them with company owner to increase business.• Manage existing clients and vendors.• Taking interviews to add new people in the team.• Taking pre-shift and post shift meetings.• Making roster, resolving transport issues, handling attendance and agent issues etc are some of the day-to-day activities.• Helping all the team members in order to achieve high quality score and the target set.• Updating team members about the process changes and consistently train them on Quickbooks and other Intuit products.• Helping marketing team in promoting our website on Social media like twitter, facebook and linked-in to get more visitors on our website.• Generating calls through Google, Microsoft Bing and Yahoo.• Handling refunds, customer escalations, and retaining customers. • Helping customers with bank reconciliation and complex accounting problems.• Acting as a team leader, team member, coach, trainer, subject matter expert, supervisor, manager, senior level support, human resource, quality auditor, • Ensuring that we do not lose customers because of poor customer service.• Monitoring call and listening to call recordings.• Talking and coordinating with new and existing call vendors.• Ensuring that we are meeting sales target month-on-month basis to reach break even or profit.• Taking calls and getting sales to lead from the front.• Handling escalations and ensuring that client’s requirements are met.• Marketing and promoting our website in Social media like twitter, facebook and linked-in to get more visitors on our website.

• Handled a team of twenty five QuickBooks experts and resolved issues for about 400 Quickbooks users on daily basis. Technical and accounting issues with an average handling time of 25 minutes.• Trained more than 100 Quickbooks experts on top call drivers or complex issues.• Interacting with Client to resolve the issues regarding the process and their consecutive databases. • Handling escalations to meet customer satisfaction.• Proactively participating in quality meetings in order to make process streamlined.• Supervised the day-to-day operations of the team in the absence of the team leader.• Responsible for handling CRM & IVR related issues & changes required.• Analyzing call quality and proactively participated in client calibration calls.• Assisted quality coordinators and quality auditor in the investigation, root cause analysis and implementation of corrective actions.• Played an instrumental role in the training and development of the team members.

Responsibilities:• Worked as a floor support for four months with Orange ( Blackberry Handset support )• Supported three training batches on the shop floor post training.• Taking pre-shift and post shifts huddles in the absence of Team Leader.• Participating in client calibration and provided process related daily and weekly updates to the team.• Acquired functional and technical knowledge of various telecom products sold within the U.K.• Supported both contract and pay as you go customers Orange telecom.• Expertise in solving query related to Blackberry, HTC, Nokia N-95 and many other multimedia and smart phones