• May 2013 - Present

Relationship Management• Provided high-touch process and program management support to & built strong relationships with Account managers.• Worked on every client MSP program to better understand clients’ needs and provided maximum level of service• Constantly always strived to add value to each program specific standard operation process and as a team be in the ‘solution mode’.• Conducted Quarterly reviews with all client account managers to discuss on ‘what went well’, ‘what could be better’ & ‘how to move the engagement to the next level’.Process Management • Identified the aging and niche jobs and worked strategically to fill within TAT.• Escalates any appropriate outstanding items to client contact for resolution. • Internally, for recurring infractions always escalated to the concern department managers• Maintains thorough and accurate documentation on each MSP programs.• Gatekeeper of process compliance within the program to ensure minimization of risk to the client.• Involved in preparation of Daily, Monthly & Quarterly reports.• Worked on SPC and Pareto analysis to manage each program• Determines the root cause of issues and recommends appropriate action plan. Managed to resolve in first level escalation.SLA Deliverables• Utilized Visual methodologies towards goal of task prioritization, streamlined workflow, efficiency and productivity enhancement.• As a team worked to meet all existing SLA’s (internal and external)• Directed the team work towards coverage and always priority was assigned in FIFO basis. • Maintained needed response rate for each program.• Maintained a culture of continuous improvement. Show less

• Feb 2014 - Jun 2016

• Managed one delivery manager and 4 team leaders• Made important policy, planning, and strategy decisions.• Developed, implemented and reviewed operational policies and procedures.• Assisted HR with recruiting when necessary.• Help promote a company culture that encouraged top performance and high morale.• Overseen budgeting, reporting, planning, and auditing.• Worked with senior stakeholders.• Worked with the board of directors to determine values and mission, and plan for short and long-term goals.• Identified and addressed the problems and opportunities for the company.• Supported worker communication with the management team Show less

• Apr 2012 - Apr 2013

• Managed 2 Team Leaders• Monitored the team and team leader performance and report on metrics• Discovered the training needs and provided appropriate coaching• Listened to team members’ feedback and resolved any issues or conflicts• Recognized high performance team members and leaders and rewarded them.• Encouraged creativity and risk-taking of both team member and leader.• Suggested and organized team building activities

• Mar 2011 - Mar 2012

• Managed a team of 10 members.• Handled (30 - 40 positions) position per week in different locations at single time• Planed and organizing the task • Set clear team goals to team members• Motivated team members• Conducted team meetings/briefings on a regular basis• Submitted monthly performance report to the Delivery Head• Monitored, identified and resolved performance/behavior/attendance issues• ATS: Bullhorn, Job Diva, SAP Fieldglass, Beeline, CATS, IQN, Wand and Agile1 Show less

• Nov 2010 - Feb 2011

• Worked with direct VMS/MSP clients• Sourced resumes from Job Portals (Monster, Dice, Career builder) and Job Postings through Zip recruiter.• Worked on Contract, Permanent & C2H (Contract to Hire) position.• Extensive experience on W2 hiring for both Contract and Permanent positions.• Excellent work knowledge of US Visa types (H1B, F1, EAD), Tax Terms (1099/C2C/ W2)• Experience in Head Hunting, Candidate Management, and other Talent Acquisition Methodologies.

Customer Support

• Dec 2009 - Oct 2010

Clients Supported: HSBC International (B2C) and Reed Business International (B2B) Geography: USA • Excellently convinced the customers and presented the product in the most favorable manner. • Should have sufficient knowledge about the products and services and respond to all inquiries accordingly. • Achieved sales targets and provided Customer service by managing the assigned portfolio of customers for the Bank through phone. • Responsible for ensuring high quality service, Key Customer Relationship Management & achievement of targets on all product level campaigns. RBI: B2B Campaign • Need to make outbound calls for a technical survey. • After survey we should convert that survey to magazine subscription. • On a daily basis will be calling the customers for magazine subscription renewal. • Handled minimum of 150 calls per day with 2 sales per hour. HSBC International: B2C Campaign • This is a pure B2C sales account. • Handled minimum of 150 calls per day with 1.5 sales per hour. • Have to call existing HSBC card member and need to sell insurance for their credit cards. Show less

Customer Support Officer

• Jan 2009 - Jun 2009

Job title: Customer Support Officer B2C Campaign and Client: Confidential Credit card sales, Debt collector (Geography: USA) • Excellently convinced the customers and presented the product in the most favorable manner. • Responsible for driving Credit card sales volumes (New cards, Cross sell, add-on cards) • Responsible for ensuring high quality service, Key Customer Relationship Management & • Achievement of targets on all product level campaigns • Effectively serviced inbound/ outbound calls to customers. • Handled minimum of 150 calls per day with 1.5 sales per hour Debt Collector and Consolidation: • Co-ordinates with the Debt Recovery Team and assisted the Business Support team and others with the recovery procedures. • Profiled Customers need and provided the financial products to meet their needs. • Achieved the Business targets assigned in terms of cross selling, enhancing and upgrading the relationships • Handled minimum of 150 calls a day with a weekly collection target of $18,000 Duties: • Negotiated Payments and Settlements • Updated the account status and database regularly • Maintained Collection Records and developed reports on aged debt accounts. Show less

Customer Support Representative

• Aug 2007 - Oct 2008

B2C Campaign (Email support) Clients Supported: Leading E commerce Giant (Geography: USA) Customer Service Representative (Email Campaign) • Supported leading online eCommerce website, supported this project during our peak season (Thanksgiving through mid-January) • Provided excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment • Empathized and prioritized customer needs • Worked on conflict resolution, negotiation, and de-escalation. (Maximum cap $450) • Took ownership to resolve challenging customer issues and escalated when necessary • Able to determine customer needs and provide appropriate solutions • Maintained regular and reliable attendance, including the daily schedule. • Was flexible with the working schedule; worked on rotational shifts, holidays and events • Worked overtime as required by business, mostly during the weeks surrounding the Christmas holiday season Show less