SUMMARY

• 12 + years of diverse experience in operations, program, client and vendor management.
• Proven track record of successfully conceptualizing objectives, delivering results and assembling high performing teams across various business and technologies, focusing on end - customer satisfaction and business impact.
• Client Interface and Service Delivery
• People Management: Recruitment, Training, Quality & Performance Management (coaching/mentoring) and Retention
• Change Management: Defining and implementing new procedures and technologies to improve operational efficiencies
• Dealing with Ambiguity (especially under constantly changing deliverables)
• Excellent Communication and Presentation skills

TECHNICAL SKILLS

Applications: Microsoft tools (Word, Excel, PowerPoint, Outlook, Sharepoint), G-Suite (Gmail, Docs, Drive, Sheets, Slides, Hangouts)

Software Tools: Avaya, Cisco, E-Talk, Witness, DellServ, NICE, CallCopy, QAD, gCases

PROFESSIONAL EXPERIENCE

Operations Team Manager

Confidential, Mountain View, CA

Responsibilities:

• Lead a team of 10+ associate localization project managers, working on end-to-end localization of Confidential consumer and enterprise products, ensuring timely product launches and updates in 70+ languages
• Mountain View operations site lead managing cross-functional collaboration with an offshore team (in Manila) to scale operations, standardize workflows and offshore processes
• Reduced cost and enhanced productivity by improving localization workflows (design of intake form which reduced internal consults by ~22%), processes and services (in-house screen shot process)
• Standardized and baselined SLAs, and developed the quality framework (resulted in reduced escalations by 8+%)
• Responsible for localization related client business reviews (weekly, monthly, quarterly)

Manager Consumer Support

Confidential, Fremont, CA

Responsibilities:

• Led a team of 15 customer service agents and 3 leads.
• Charter included managing order processing and support to US domestic and international customers
• Enhanced accountability by establishing performance and development targets for individuals and the entire team
• Drove excellence in CAS scores and customer service KPIs
• Led process improvement initiatives which improved productivity and customer experience (Agent cross skilling)
• Liaise with various other departments like shipping, tech support, accounting, sales and R&D

Quality Specialist

Confidential, Mountain View, CA

Responsibilities:

• Performed quality audits on Vendor Quality Auditors’ (VQA) evaluations across multiple vendors, products and channels (Voice/Chat/Email) and ensured that they were up to or exceeding Confidential standards
• Led calibration sessions and delivered coaching/feedback to VQA’s to make sure the vendors were aligned with Confidential ’s guidelines and philosophy on delivering an excellent customer experience
• Provided the Quality Management team with support and regular feedback of the VQA teams and vendor sites
• Contributed towards the design of quality monitoring forms and processes
• Mystery Shopped at support centers to identify performance gaps and suggested training needs

Manager

Confidential

Responsibilities:

• Set-up from scratch the H.R call center focused on strengthening operational and strategic HR support for employees of NHS, a nonprofit company with 10,000 plus employees and operations in 7 states
• Implemented, reviewed and managed all Confidential policies, procedures, metrics and performance standards
• Evaluated quality and efficiency to provide coaching and feedback

Associate Manager Customer Service

Confidential, King of Prussia, PA

Responsibilities:

• Led a team of 15 customer service representatives in the billing resolution team
• Handled escalations and improved first call resolution rates within the team

Senior Team Manager

Confidential

Responsibilities:

• Led a team of 15-20 Confidential Associates, Case Managers and Resolution Specialists
• Ensured proper training of agents for all products, tools, offerings and processes, leveraging available internal resources
• Developed all agents through skills assessment, call monitoring, coaching, feedback, and role modeling
• Implemented consistent rewards and recognition program to drive results and build high motivation
• Ensured acceptable levels of performance on productivity, Aux Adherence and Outage

Subject Matter Expert

Confidential

Responsibilities:

• Handled team of new joiners during process training and developed strategy to meet daily and monthly targets

Front Office Assistant

Confidential

Responsibilities:

• Managed client accounts, business development and growth