• Managed and organized external hiring processes from start-to-finish – Sourcing, Screening, Levels of interview scheduling, on boarding at client location• Strategically managed all social media accounts, promoting company and recruiting employees• Organized internal and external hiring efforts by developing recruitment strategies, including job posting optimization, recruit marketing channel development, networking, social media campaigns and job boards.• Handling Clients, performing sourcing related activities and targeting closures for IT and Lateral positions for MENA and India positions• Handled Invoicing for the entire account and responsible for Billing/Collections

• Maintain high levels of performance for customer service metrics including: P&L accounts, Contact center SLAs, call answer rate, call quality, customer service ratings, Attrition, etc.• Create reports, metrics, and budget plans for the organization, as assigned• Manage and improve operational processes, policies, and systems in support of the organization’s mission and to improve efficiency and quality• Contribute to long- and short-term organizational planning which includes planning for initiatives geared toward operational excellence• Intermediate Other Strong knowledge of call center planning and the ability to create and implement a capacity plan that meets goals• Working knowledge of Quality Standards like COPC framework• SPOC for Escm and ISO 27001 audits for Hyderabad location

• Managed and organized external hiring processes from start-to-finish – Sourcing, Screening, Levels of interview scheduling, on boarding at client location• Strategically managed all social media accounts, promoting company and recruiting employees• Organized internal and external hiring efforts by developing recruitment strategies, including job posting optimization, recruit marketing channel development, networking, social media campaigns and job boards.• Handling Clients, performing sourcing related activities and targeting closures for IT and Lateral positions• Handled Invoicing for the entire account and responsible for Billing/Collections

Monitoring and controlling the routine activities in operationsReviewing the reports by assistant managers and preparing the feedbackConducting daily meetings with the assistant managers and discussing about their report statistics and the respective feedbackSetting targets for assistant managers as well as motivating them to achieve those targetsContacting the administration department to ensure smoothness in the departmental servicesReporting to senior management about the periodic updating and exceptional grievances in operationsProjects Handled:AHT baseline – (Six Sigma Project)Call Quality – increasing CQ scores (GB Project); Received Best Team Leader and Assistant Manager Award from the Client in the year 2008 & 2009Received Leadership Excellence Award in the year 2009 & 2010.Received Extra ordinary contributor award from the Client in the year 2011

Monitored the daily performances by the executives and assisted them with the grievances they are facingPerformed frequent performance evaluations of executives and encouraged them for better and consistent performancesImplemented quality control measures as guided by the managerPrepared periodic performance reports and forwarded it to the managerAssisted manager in analysis of the reports and decision making based upon it

AcademicsPassed Bachelor of Technology specializing in Electronics and communications, Jawaharlal Nehru Technological University (JNTU), Hyderabad, India – 2003PersonalFemale and Married