 Managing a team of 130 operators along with 7 Teamleads and 1 Assistant Manager to run online verification project and email support.  Identifying plans to meet project goals and objectives by setting realistic timelines and checkpoints.  Analyzing data, metrics, reports and other information in order to identify trends and developing action plans to drive operational excellence of the process.  Tracking project health to ensure flawless execution and deliverables are on time within stipulated scope and budget.  Ensuring resource allocation based on data driven decision.  Tracking client health through executive level presention in MBR and QBR.  Performing risk management analysis through BCP to reduce projects risk.  Report and escalate to upper management as and when needed.  KPI Satisfaction : close collaboration with the client to monitor the performance of the project personnel to achieve the said KPI goals and take improvement measures accordingly.

Managing a team of 100 agents along with 6 TLs and 2 AMs to drive operational excellence of the process.

• Managing a team of 80 front line advocates to drive operational excellence for Customer Operations.Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.• Intiated “Pep Talk” and “Start/Stop/Continue” model for better people connectivity.• Implemented “Be The Reason” efficiency driven contest for operational excellence.• Designed “Career Enablement” program to create a holistic roadmap for frontline advocates for their career transformation.• Designing, implementing and handling the organization’s operations processes with a view to ensure meeting stated deliverable in the time frame agreed upon.• Supervising overall operational management, systems, controls and planning with the senior management• Contributing to long and short-term organizational planning which includes, initiatives geared for operational excellence.• Performing on-going thorough analysis of performance data and SLA.• Analyzing data, metrics, reports and other information in order to identify trends and developing action plans to address departmental challenges.• Developing and coordinating technical and policy based escalation resolution with appropriate departments as necessary.• Collaborating and communicating with multiple departments.• Facilitating feedback to management and cross functional teams regarding necessary changes and updates; including policy changes, product changes and system changes

• Program Developmento Developed new holistic customer experience program (CSAT Next Gen) to measurably improve the survey return percentage based on historical analysis. Success measure: From 2 % to 3.8%.o Project Drive[In] : To improve the CSAT score for bottom performers.• Quality Assuranceo Review support representative’s tickets using internal quality evaluation forms.o CSAT survey feedback, and performance against benchmarks to identify opportunities for coaching.o Introduced “Kudos Corner” rave program to improve member experience.• Quality Managemento Audit overall business processes compared to established models, identify gaps, propose recommendations to exert complianceo Analyze broader process data, support ticket data, CSAT survey data, and Internal Quality Evaluation data to identify broader trends and report actionable insights up to key stakeholders using tools.• Coachingo Complete the internal [In]Powerment Coaching Certification Programo Facilitate engaging and empowering one-on-one coaching of support representatives and group feedback sessions to improve performance based on Internal Quality Evaluationso Train support representatives, supervisors and managers in inPowerment coaching model to create a “culture” of coaching• Program Developmento Develop new and/or scale existing holistic customer experience programs to measurably improve the customer experience based on above Quality Management findings• Business Partneringo Build and maintain trusted partnerships with business partners, customer-facing staff, and cross-functional groups

•Interact with LinkedIn’s members on a level that supports the full customer experience.•Provide education to LinkedIn’s 150+ million professionals in a multichannel communication environment.•Develop expertise on a variety of LinkedIn’s products and features.•Assist customers with product information and site navigation.•Establish effective working relationships across multiple departments.•Liaise with clients on technical issues using advanced trouble-shooting skills.•Effectively identify problems and issues by performing relevant research using appropriate tools.•Ensure potential bugs are escalated to correct departments whenever necessary.•Attend ongoing technical and nontechnical training and development related to existing and potential future roles•Mainta in an exceptional understanding of the LinkedIn Ads product and the online advertising industry.•Do whatever it takes to make LinkedIn Ads clients successful in their marketing goals by acting as a key representative of LinkedIn.•Establish effective working relationships throughout the organization (with Product, Product Marketing, and Product Support teams) to insure solid communication flow of information and feedback on process, policy and product changes.

• Handling hardware related escalations within Dell customers.• Diagonising the problem quickly and efficiently and providing the accurate resolution to the USCTS(United States Consumer Technical Support) clients. • Ensuring secure internet connection that enables Dell technicians to troubleshoot and often fix user problems remotely. • Transferring to specialized queues to address the unique needs of small business, large business and public sector customers.• Providing the chat and email support hardware resolution for greater response flexibility. • Informing to the customers via e-mail about monthly change notification updates that report on BIOS, drivers, and software that may affect hardware.• Educating to the customers about alerts on security threats, real time health scans, self-help and automated tools and system upgrades, PC Checkup.• Oversees the support of customers encountering problems using the Company’s product.

• Implementing plans to manage facilities as per organisational needs and parameters.• Supervising maintenance of large sized facilities including units, site offices etc.• Periodic (weekly) stock taking.• Managing allocation of space/ asset and ensuring proper maintenance of records.• Negotiating for finalising service agreements with contractors for execustion of servicing works as per budgeted parameters.• Arranging for all necessary inspections, approvals and license.