Key Deliverables: Assisting individuals in overcoming personal challenges and achieving their primary goals.

Department: Customer Business Support & FinanceTeam & Strength: Agency Billing & Incentive Management - Team of 15Primary Client: Travel Agency Partners in North AmericaKey Deliverables:Leadership: Managed back-office operations for a global team, focusing on business and billing analysis to support contract administration and billing for North American travel partners. Guided process leads. Implemented monthly performance evaluations, development plans, goal setting, and engagement activities for staff. Provided support in order and case management using Salesforce.Process Management: Aided Transactional and Customer Master Relations teams in managing customer accounts on SAP, including contract and billing management. Oversaw contract renewals, incentive processing, billing inquiries, and account closures. Monitored case queues, managed accounts (bookings and earnings), and generated reports.Operations Management & Efficiency: Led operational strategy and KPI/SLA implementation. Handled escalation issues and coordinated responses. Worked closely with internal and cross-functional teams, including HR, IT, Sales, and Accounting, to ensure smooth operations. Authorized agency incentives exceeding 25,000 USD.Quality Check and Assurance: Ensured regular internal audits and compliance with SOPs. Supported SOX compliance and updated learning management systems.Resource & Budget Management: Managed analyst allocation, shift scheduling, budgeting, and staff leave. Handled annual budgeting and managed CapEx. Conducted hiring processes, from resume screening to interviewing.Change Management: Supported SAP HANA to SAP BRIM transition. Supported automation and operational efficiency, including participation in UATs and RPA scrum calls.Training & Development: Facilitated new hire orientations, process training, and mentoring sessions. Reviewed and updated training materials and developed micro-learning modules.

Department: Geospatial & Asset ManagementTeam & Strength: Asset Solutions – 60 & Utility Solutions – 40Key Clients: USA - Data Transfer Solutions and UK - LANDMARK, Royal Mail, Eight2O, Highway Agencies, City Councils, Network Rail, Western Power Distribution, Water & Sewer Utilities etc.,Key Deliverables:Leadership: Directed operations for a 100 FTE team across the UK and US, specializing in pavement conditioning, highway asset identification, utility assessment, and mapping. Conducted performance reviews, development plans, and engagement activities.Project/Process Management: Led project bids, forecasts, and managed daily deliverables and reports. Facilitated offshoring processes from the UK and USA.Operations Management & Efficiency: Supported KPI and SLA management, cross-functional collaboration, and conducted efficiency improvement programs.Quality Check and Assurance: Regularly audited processes and supported compliance with internal standards.Risk Management: Managed project risk assessments and contingency planning.Resource & Budget Management: Oversaw FTE allocation, shift scheduling, budgeting, and project financials.Training & Development: Led training sessions, reviewed modules, and ensured ongoing learning for the team.Customer Satisfaction: Engaged in client satisfaction initiatives and feedback collection.

Key Deliverables: Managed operational systems in compliance with PAS 128, focusing on statutory search orders. Addressed technical reviews of the assets for adoption by Vodafone. Worked on AutoCAD to produce a single asset information product sheet. Handled the TMA (Traffic Management Act) for Somerset County Council.

Key Deliverables: Managed operational systems in compliance with PAS 128, focusing on statutory search orders. Addressed technical reviews of the assets for adoption by Vodafone. Worked on AutoCAD to produce a single asset information product sheet. Handled the TMA (Traffic Management Act) for Somerset County Council.