With over 22 years of progressive leadership in Operatoins Delivery, I bring a proven track record in driving customer expereince, client relationship management high growth, and turnaround situations. Proven experience in BPO operations at functional and managerial levels, with ability to work independently, in a high pressure environment while meeting delivery requirement & client satisfaction. Strong leadership skills with a track record of training development and team motivationExperience with budget management and cost-reduction initiatives in a call center environmentOrchestrated a morale-boosting initiative through employee engagement programs, which diminished annual turnover rates by 20%.Specialties – • Corporate Strategy and Business Plans• Service Delivery management• Business Development• Process Automation• Customer experience enhancement• P&L Management• WFM, MIS & related optimizations• Strategic client services• Contract Negotiations
Listed skills include Bpo, Workforce Management, Leadership, Team Management, and 13 others.