• Develop and implement operational strategies aligned with the organization's overall objectives.• Collaborate with senior management to set long-term goals and objectives.• Analyze existing operational processes to identify areas for improvement.• Implement efficient workflows to enhance productivity and reduce operational costs.• Lead and motivate a diverse team, providing guidance and support.• Foster a positive and collaborative working environment.• Oversee resource allocation to ensure optimal utilization of manpower, equipment, and materials.• Implement strategies for cost-effective procurement and resource allocation.• Implement and maintain quality control procedures to ensure high standards of product/service delivery.• Identify and address any quality issues promptly.• Identify potential risks in operations and develop strategies to mitigate them.• Implement contingency plans to ensure business continuity in the face of unforeseen challenges.• Foster effective communication and collaboration among different departments.• Liaise with cross-functional teams to align operational activities with organizational goals.

• Responsible for leading Operations and the delivery of the overall operational metrics & sales targets.• To proactively maintain regular engagement with key client contacts in line with client expectations.• Communicate and engage with all departments to ensure a thorough understanding of the performance of the business and the needs of their teams.• Motivate, coach and effectively manage sales executives within the account to ensuredelivery of overall targets.• Identifying and highlighting further opportunities for process improvements.• Responsible for business improvements, cost-savings, revenue generation.• Strategising with Client Services and Ops to ensure Client KPI goals are achieved.• Meets call centre financial objectives by estimating requirements; preparing a monthly budget allocation by Campaign.• Prepares call centre performance reports by collecting, analysing, and summarising data and trends.• Consistent employee development (Career goal).• Accomplishes organisation goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Responsible for daily interactions and transactions within the office• Responsible on daily schedules of the tutors and the students.• Create training material and conduct training if there are new application or processes. • Created excel and power-point presentation materials for demonstrations and for client and upper management meetings.• Assigned tasks to associates, tracked progress and updated associates, partners and clients as necessary.• Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales.• Maintained all verbal and written agreements with clients.• Incharge of online classes setup and coordination.• Money handling, Excel, Publisher, Access, Word, e-mail, 10-key entry and calendaring.• Ordered all office equipment and supplies.• Completed and mailed bills, contracts, invoices and checks.• Created and maintain detailed expense reports.

• POC for FedEx Email support and customer service • POC for pioneering account (FedEx FOC). • Coordinate with offshore client for KPI and quality alignment.• POC for overall FedEx reports and data. • POC for rewards and recognition for FedEx account which include budgeting and proposal.• Responsible for handling team performance by; making sure that all metrics for quality and sales are met as set by the client.• Motivates agents, educates and develops all 22 agents on a continuous basis to achieve an overall maximum efficiency using developed communication skills • Participate in recruiting efforts, attend calibration sessions, participate in conference calls, etc.• Responsible for the day-to-day functional supervision of non-exempt workgroup, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of a workgroup in accordance with the organisation’s policies and applicable legal requirements.

• Handled 5 government site.• Prepared Excel spreadsheets, reports, and PowerPoint decks for meetings between cross-functional team members and vendors.• Used conflict resolution skills to resolve disputes between employees, clients, and vendors, typically within minutes of being made aware of the issue.• Regularly educated employees in the correct interpretation of all project plans as per the vendor's recommendation and report. • Coordinate with vendor manager to update the status of the project per site. • Coordinate with engineers as needed to further communicate the needs and requests

• Assisted customers with more difficult technical issues requiring a greater level of personalized care and in greater length. • Escalated support desk tickets to Level 2 in the most crucial circumstances and after considerable time had been spent on a single ticket.• Call customer as per request for follow-up and further assistance.• Educate the customer on the specification and other technical stuff about the product.• Upsell product and services to the customer.