Strategic Leadership: Directing and guiding the GIS team in alignment with company goals and client requirements.Accountable to meet/exceed the agreed client targets.Monitor, evaluate and analyze the team’s performance to ensure compliance to the SLA’s and quality standards, act as a point of contact for all client and management queries. Optimize resource utilization and streamline activities aimed at enhancing productivity/ Client Collaboration: Engaging with clients to understand their GIS needs, provide solutions, and ensure satisfaction. Quality Assurance: Implementing and monitoring quality standards, ensuring accuracy and reliability of GIS data and analyses. Innovation: Driving innovation to support business strategies to improve gross margins of the account through cost saving.

Worked for 2nd largest Telecom provider in the US market .Managed a span of over 90 Support Associates and 6 Team Leaders .Successfully helped the account to grow exponentially during 4 years stint.Conducted regular one-on-ones with direct reports to review performance and offer on-goingdevelopmental coaching. Support business strategies to improve gross margins of the account through cost savingmeasures and maximize productivity. Review and manage operational performance (schedule adherence,client scorecard). Define and articulate people related policies, incentives to drive retention and increasetenure. Optimize resource utilization and streamline activities aimed at enhancing productivity/process profitability.Implement best practices and over-deliver for clients, drive consistent performance,evaluate staffing needs and make adjustments to meet changing requirements.Key Contributions: B&M to W@H Transition: Successfully transitioned 100% operations from brick andmortar to W@H within 30 days of initial lockdown. Played a key role in W@H enablementfor the site- Planning and execution of system dispatch, technology testing and moving toproduction in the new environment. Appreciated by client to become first business partnerto achieve the milestone amongst 6 other global partners. Retention: Successfully maintained a low attrition rate of less than 3% month over month. Process Improvement: Partnered with cross functional teams and developed robust planto improve customer experience resulting in week over week positive trajectory.• New Chat Tool Launch: Successfully partnered with client and internal IT team to launchnew chat tool for more than 450 agents.

Managed a team of 20 Technical Support Associates. • Managed service level, customer satisfaction & other key performance indicators. • Ensured strong retention & low absenteeism. • Implemented all disciplinary actions in accordance with company policy and ensured consistency.

Real Time Monitoring and controlling the call flow. • Managing breaks and keeping a check on schedule adherence. • Creating and managing internal/client reports. • Managing and maintaining SLA. • Identifying the need of Overtime and working with operations to plot the same. • Interacting with clients in regards to Call Volume, Service Level, AHT, Handled percentage and other key performance indicators. • Trained Analysts from Philippines on the work flow and queue management, while the process was migrating from India to Philippines. • Assisted Team Managers (operations) with real time reports. • Researched on new reports/way to achieve Service Level and other client metrics.