• Over 11 years of high-caliber experience and specialization in Operations in the BPO/Call Center space, managing inbound and outbound Operations in the BFSI, Telecom, Consumer durable and retail domains• Result oriented exposure in outbound and inbound operations managing 800+FTEs• Experience in effective SLA management including business productivity, process remapping and improving customer service/satisfaction levels thereby building effective client relationships• Responsible for P&L Management /Budget Planning and Bottom line improvement• Strong knowledge of call center technology and CRM systems, workforce management, people and project management• Experience in Business development and Account Management for over 1.9 crores of monthly revenues• Strong analytical skills combined with the ability to develop and manage large teams with a keen sense of diplomacy