Leading the site as Senior operations manager for a global technology client responsible for overall management of the account. Primary responsibilities include operational strategy, project plan, budgeting, capacity planning, people management, employee engagement, client relationship management, business planning, upholding and embedding organizational culture.

Quality team manager is responsible for the functional management of Quality and training team within the site. QTM is also accountable to ensure Quality and training team meet all KPI’s to enable the account to meet its Client and Business Goals.• Ensuring continuous improvement within the quality control systems and culture. • Lead, guide and manage a team of quality coaches to achieve site wide initiatives.• Reporting results and project updates to operations and senior… Show more Quality team manager is responsible for the functional management of Quality and training team within the site. QTM is also accountable to ensure Quality and training team meet all KPI’s to enable the account to meet its Client and Business Goals.• Ensuring continuous improvement within the quality control systems and culture. • Lead, guide and manage a team of quality coaches to achieve site wide initiatives.• Reporting results and project updates to operations and senior management • Implementing the quality management processes.• Client management. Handling client complaints and concerns.• Monitor, track and analyse performance for quality metrics and other KPIs to identify trends and drive performance improvement.• Assist operations team in creating coaching and development plans.• Proved oversight to training team. Show less

Delivering best in class Expense Management to American Express Corporate Clients in all practice lines (Air, Hotel and Car Rental) based out of US,UK, Asia, and Australia. Core expertise - Business insights, Data sourcing, Data scrubbing and Consolidation, Analyzing current spending patterns, Supplier identification and Negotiations, Savings & Health of Compliance, Vendor Management, RFP Distribution and Bid Analysis.

Promoted as Team leader for a telecom client operating out of UK and directly responsible for: Supervising, motivating and leading a team of up to 25 customer care specialists providing day to day operational and administrative support. Tasks included performance management, team engagement, coaching and feedback, training, team meetings, team briefing, reward and recognition, SLA management, and recruitment.

Started working for IBM Global Process Services as customer service representation for one of the American airlines in reservation and sales. Primarily responsibilities involved were handling reservation related queries for domestic and international sector.Qualified to become subject matter expert within 6 months and started working as 2nd level or support. Primary responsibilities involved were second level support for escalated calls, performance improvement for team, client… Show more Started working for IBM Global Process Services as customer service representation for one of the American airlines in reservation and sales. Primarily responsibilities involved were handling reservation related queries for domestic and international sector.Qualified to become subject matter expert within 6 months and started working as 2nd level or support. Primary responsibilities involved were second level support for escalated calls, performance improvement for team, client interaction, coaching and feedback, team briefings, sales and performance tracking, process training and change management. Assisted team leader and WFM with ASA, Schedule adherence and quality effectiveness improvement. In addition, supported training team with process training, nesting team management, nesting and on the job certification, process documentation, and quality control Show less