Exhibited extensive leadership, strategic & creative thinking in Team & Operations Management (planning and
execution); delivered results in growth, team’s operational performance, productivity, CSAT & profitability
 Skilled at leading teams to work in sync with corporate set parameters and quality / compliance standards; motivated
& trained them for achieving business & individual goals
 Excellent in analysing business performance / bottlenecks to support strategic decisions by the management; skilled in
formulating future objectives and operational policies / procedures on performance & production areas for the organization
 Proficient in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering
to the SLAs, KPIs and work processes and thus managing cost-effective operations
 Expertise in driving key business metrics (attrition, shrinkage, customer satisfaction or CSAT/NPS, sales, service levels,
average handling time, schedule adherence, quality, compliance, manpower planning, special task)
 Possess excellent interpersonal, communication & organizational skills with capabilities in team management, motivation,
customer relationship management & effective crisis management