Overseeing day-to-day company operations.Defining and implementing operations strategy, structure, and processes.Managing the quarterly and annual budgeting process.Monitoring performance to proactively identify efficiency issues and propose solutions.Providing regular performance updates to the senior leadership team.

• Responsible for the delivery of the overall operational metrics & targets.• Determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses.• Meeting call center financial objectives by estimating requirements & by preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions.• Setting and reviewing organisational / productivity objectives in line with the commercial contract.• Responsible for Business Continuity.

• Client engagement activities. • Responsible for Coaching and provide training to personnel to maintain high customer service standards.• Responsible for Schedule Adherence, Target Setting & Performance Reviews.• Conducted effective resource planning to maximize the productivity of resources.• Responsible for Collecting and analysing call-center statistics. • Prepare reports for multiple clients and upper management.• Evaluate performance with key metrics.

Primary responsibility - Post Production Support for Applications developed for E-Dell (CIO)• Ensuring all support related tickets are closed as per the internal SLA.• Planning, prioritizing and scheduling work assignments for L2 & L3 support• Maintain and publish support calls matrix.• Creating & Publishing Client Status reports.• First Point of contact for further enhancements and change request. • Ensuring Quality standards meet in resolving service tickets.• Analyzing data and workflow to identify opportunities for improvement in support system. Implementations in CSMB Post Production Support • Process flow for CSMB Support• Internal SLA• Escalation Matrix• Process flow Defined for Retail Media Network (Application developed for DELL CSMB)• Ticketing system on share Other Operational Responsibilities • Analyzing data and conduct root cause analysis for low Onsite and offshore chargeability and take necessary action. • Conscripting Delivery documents and getting necessary approvals from Financial Analysts and VPs for cost transfers. • Dell Perot Systems - Synergy analysis. Responsible for Resource Management in support team for CIO applications and Timesheet processes • Responsibility for adherence to standard Methodology, processes and procedures • Resources Allocation/DE allocation • Ensuring that Resources are balanced across the projects by follow up with respective Development team Managers in terms of managing Bench, pipeline and unassigned (Zero billable) associates• Timesheet correctness and completeness (Compliance)

Operational Achievements• Have successfully transitioned various process starting from recruitment till go live• All productivity and performance met during transition and live• Responsible for work schedules, evaluation and salary reviews as well as hiring and termination of employees• Implementation of balance scorecard.• Handling various key accounts from domains such Educational institutions, charitable foundation, food chain and telecom Etc.• Implementation Quality monitoring systems • Implementation R&RDaily Responsibilities• Handle daily operational challenges (Absenteeism, Attrition, New hire training and recruitment)• Handle MIS• Project the revenues associated with the project.Process Improvement- Developed and documented the Corrective Action Policy for managing leaves and uninformed absence.- Started wall meet with Team leads to discuss day to day targets and achieve the metrics with best practice sharing- Implemented a One – on – One with agents and Skip level meetings.

Training Achievements- Conduct new hire training, retention training and continuous learning for customer support executives- designed and documented Performance Improvement plan to manage the performance of agents (performance and disciplinary issues)Daily Responsibilities• Training need analysis• Responsible for controlling Absenteeism and Attrition of the assigned agents during training period.• Responsible for grooming experienced agents to take up different domains like quality, learning management.• Analyze data and conduct root cause analysis for all errors on audits.• Compile dashboards for all transaction processing units and send out a trend analysis to team leaders.ACHIEVEMENTS• Client Logic - Agent of the month 2006 • Client Logic – Certified “CITZ “specialist (Coaching in the ZONE) 2008• Client Logic – Knowledge Wiz Award 2008• • Transact – Implemented stand up and weekly review meetings • Transact – Implemented RNR(Reward and Recognition)• Trans Genez - Have successfully transitioned 200 seats process (one client)• Dell - Set process for CSMB Retail Media Network