Current Role - Dec 2014 - Till Date - Sr. Manager Operations @ CNX for Amazon Customer Service (Voice/Non-Voice) Strategic planning and execution to enhance profitability, productivity, and efficiency Manage and deliver to Service Level Agreements Makes business decisions based on client contract terms, ensures adherence to client contracts, and participates in the setting and meeting of project goals Prioritizes resource across various projects to gain optimal impact for our customer, our company and our employees Creates a positive work environment that encourages employee participation and values the contribution of all employees Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization Drive VOC actionable across the team and maintain/improve the scores Drive inputs from VOC for improvements Feb 11 – Dec 14 :(Manager Operations) Managed Operation for Tech Support business and upselling for US customers. Led it from two locations, one of which was sales queue acquiring new customers and the other was to assist and upsell to existing customers. Sept 09 – Jan 11: (Deputy manager) Managed IT Helpdesk(B2B) Supporting US clients from two sites at Gurgaon. Successfully led the operations management, ITIL based service management and transition & transformation services Jul 06 – Aug 09: Lead a team of 25 Associates as Assistant Manager for ISP Support and upselling for Canadian client Jul 04 – Jun 06: Started as an associate and became Lead in five months and supported a team of 25 associates for UK ISP client