In my capacity of work, I have been working as a strategic partner with focus on transformational initiatives through professional consulting, programs and processes in the areas of performance management, organization effectiveness workforce planning, organization design, talent management, employee relations and training. Knowledgeable and candid contributor to work teams and a change driver of HR initiatives.

•Directed call center operations team by monitoring system performance; identifying & resolving problems; preparing & completing action plans; completing system audits & analyses; managing system and process improvement & quality assurance programs; installing upgrades.•Delivered call center HR objectives by recruiting, selecting, orienting, training, assigning, coaching, counselling& disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising & reviewing job contributions; planning & reviewing compensation actions; enforcing policies & procedures.•Discovered opportunities to improve procedure/ process & initiated action to execute these (where appropriate) to deliver the highest possible level of customer service with highest possible efficiency.•Developed performance plans to monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed•Support team supervisors responsible for performance delivery through the provision of management information and administrative support.•Provides call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.•Delivered organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.•Ensured compliance with internal policies and procedures, external regulations and information security standards and quick download of any process changes and maximizing adaptability to changes & learning. •Procure, develop & maintain all information systems across.•Developed contingency/ business continuity plans to ensure smooth business operations.•Developed need based training modules for developing multi skilled workforce for cross utilization within sub processes for optimum efficiency.

•Review data integrity and ensure data is retained and regularly reviewed and tested data protection, disaster recovery/contingency planning, and data redundancy, and that all data and Management Information Systems are secure, accurate and not unnecessarily duplicated. •Single point contact identified by COH for implementing Configuration Management in the engagement•Contributed in specific internal & external governance activities & audits by adhering to the governance models applicable at the process level in order to sustain delivery predictability•Directed teams in ensuring process compliance and periodically updating process documents changes as required as part of configuration management in order to ensure adherence to defined framework.•Created & deployed Performance Scorecard for the engagement to capture engagement objectives. •Directed engagement’s Knowledge Management initiative and ensuring compliance to the KM System for the specific process and documents exceptions and artifacts such as case studies, best practices etc •Developed KM Governance Model – With inclusion of KM Plan at engagement level, various deliverables which were continuous and periodic were baselined & periodic audits were performed to ensure that engagement is compliant to the plan•Encouraged & directed new thinking in the group by actively seeking ideas from teams across work areas and creating opportunities for team members to pilot new ideas to completion.•Responsible for implementation and enforcement of plans and policies developed by corporate risk team and implementing plans & strategies to minimize business losses.•Worked with management to identify & establish training & entry-level requirements for key training positions and implement programs to select and develop training personnel.•Managed relationships between corporate staff and operating groups about training courses, certification exams and other training or credentials needed to maintain current profile.

•Ensured that appropriate information is provided at all levels to support effective decision making, in particular to ensure the timely, accurate and appropriate collection, recording and availability of all learner records and performance data.•Created Weekly/Monthly/Quarterly performance dashboards, weekly SLA Review with the teams, provided guidance and support to teams in order to ensure delivery predictability.•Developed and provided client induction training to new joiners.•Assisted the Client Operations Head & Managers in ensuring risk management processes are disseminated and become embedded throughout the engagement. •Coordinated review, presentation and release of design layouts, drawings, analysis and other documentation•Manage meetings with the client operations head, managers, supervisors and functional management (if need) to discuss project impediments, needed resources or issues/delays in completing tasks assigned.•Managed instructor performance to verify training is conducted as outlined in approved training materials and in a manner that motivates personnel to learn.•Ensured adherence to Governance Model, organized audits every month and published report and action if non-compliant.

•Supervised a team of 35+ process executives, monitored quality and critical performance metrics set•Responsible for management, organization and co-ordination of day to day work of team to deliver highest standards of services to customers. •Managed complex enquiries, including customer complaints and member enquiries in accordance with client set procedure. Undertaking customer surveys, consultation, exit surveys and elicit feedback on services in order to improve service delivery•Maintained effective relationships with service colleagues, key stakeholders, hard to reach groups, the wider community to ensure the effective delivery of customer services.•Played a pivotal role in transition and execution of two new processes.•Ensured personal targets of team members and deadlines are met by conducting performance appraisals for the team, identifying areas of development and offering coaching and mentoring wherever required.•Created performance plans to monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed•Motivated, developed, coached, trained, inducted and formally appraised employees to set performance standards recognize achievement and deal with performance issues.•Have been able to seek out and disseminate best practice in order to effectively deal with diverse, complex and highly sensitive situations.

•Provided organizational support to business operations by performing processing tasks such as data entry and scanning, or similar activities•Scheduled work to ensures accurate phone coverage monitors priority of calls and shifts escalated calls to assure resolution to problems.•Improved functionality and service capacity by resolving customer complaints efficiently and quickly, follow up to ensure resolution.•Managed customer escalations/complaints for all products and services and ensured timely resolution for same.•Coordinated with various departments and resolved all technical and operation issues for customers.•Performed call monitoring on a daily basis and provided feedbacks to associates.•Served as Liaison Between Management and Customer Support Team•Participated in process and team improvement projects•Responsible for scheduling, arranging and conducting team meetings. •Provided functional guidance, assistance, training and troubleshooting support to lower level staff.

•Managed large volumes of incoming and outbound calls.•Recognize and assess customers’ needs to achieve satisfaction•Built sustainable relationships and trust with customer accounts through open and interactive communication.•Delivered accurate, valid and complete information to customers by using the right methods/tools•Maintained records of customer interactions, process customer accounts and file documents•Followed communication procedures, guidelines and policies•Possessed sound knowledge of the process & had ability to recognize the loop holes and bring out new plans towards process enhancement.