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“Very good job. Thank you !!!”workingPhoenix 1 year ago
Senior Manager OperationsDec 2015 - Jul 2018 (2 years)
● Handle daily production - Review the day to day delivery and quality per SLA ● Oversee Transition for ongoing clients/projects ● Successful completion of projects ● Track and ensure completion of all required documentation ● New clients projection and planning- Team requirement, transition plan, team training ● Manage team, team attrition, appraisals and various other MIS related to team ● Review of various reports for Team Performance and Analysis
Operations ManagerDec 2011 - Dec 2015 (4 years)
Managed banking operations team of more than 60 members to deliver upon ever-changing business targets. Designing and implementing strategies and process improvements to exceed Customer satisfaction, manage business relations. Run and effectively communicate project status to project stakeholders. Coach, mentor, and motivate team members, influencing them to take positive action and accountability for assigned work.
Team Leader - OperationsDec 2010 - Dec 2011 (1 year)
Manage Travelocity Sales and Customer service team of more than 30 members to run call centre operations. Effectively coach and develop individuals to enable them to succeed in their jobs. Ensure that individuals function together as a team to service client’s needs and maximize productivity, quality and efficiency.
Team Leader - OperationsDec 2005 - Dec 2010 (5 years)
Managed Ticketing, Exchange, ARC, AED, Schedule change and Quality teams for one of US top travel portal Orbitz.com. Designing and implementing procedures for managing multiple workflows, tracking performance and SLA management. Coach, mentor and motivate team members to meet and exceed customer expectations.
Customer Service executiveDec 2004 - Dec 2005 (1 year)
Serve as customer service executive for Sprint-PCS, resolving queries, complaints and processing handset orders.
Customer Service ExecutiveMay 2003 - Nov 2004 (1 year)
Serve as customer service executive for Airtel, resolving queries and complaints.
MBA2008 - 2011 (3 years)
Project Management Professional (2013)PMI
PMI’s Project Management Professional (PMP)® credential is the most important industry-recognized certification for project managers.
Six Sigma Green Belt (2012)Genpact
Lean Six Sigma (LSS) Green Belt training develops students into team leaders and problem-solvers who can regularly improve processes within their local areas and functions. Following the disciplined DMAIC (Define-Measure-Analyze-Improve-Control) roadmap, students learn to collect and analyze performance data, identify inefficiencies and problems, pinpoint the root causes of those problems and institute new protocols to greatly improve processes. They also obtain skills in leading teams through the process of change.