Experience

Canon Business Process Services

• United States
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Site Manager II

  • Jul 2018 - Aug 2020

  As a site manager, my responsibility was to ensure that my team delivers quality performance and completion of our service level agreement (SLA) across 6 major client sites which includes Amazon, Century Link (2 buildings), Verizon and Verizon Media, Liberty Mutual Insurance across the city. Led multi-disciplinary cross team training initiatives to help associates get better with core competencies and exceed meeting SLA’s As a site manager, my responsibility was to ensure that my team delivers quality performance and completion of our service level agreement (SLA) across 6 major client sites which includes Amazon, Century Link (2 buildings), Verizon and Verizon Media, Liberty Mutual Insurance across the city. Led multi-disciplinary cross team training initiatives to help associates get better with core competencies and exceed meeting SLA’s



Novitex Enterprise Solutions

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Service Delivery Manager/Site Manager I

  • Feb 2016 - Jul 2018

  Novitex(now Exela Technologies) is a leading provider of innovative cloud-based solutions in the document outsourcing industry. Promoted from Team Lead to Service Delivery Manager (SDM) within 6 months of joining. Expert in managing escalation and crisis situations. Examples include unanticipated call volume increases, staffing coverage etc. Verified and approved the daily data entry in Novametrics which is a custom tool to capture volume and billing data. With my quick learning skills, was able to learn and perform printer service-related operations like coil binding, large format printing, laminating etc. Customer Service Team Lead - Feb 2016 – Aug 2016 Customer service team lead that led by example and motivated a group customer service associate.

• Team Lead

  • Feb 2016 - Jul 2016



Wipro BPO

• India
• Appliances, Electrical, and Electronics Manufacturing

• Subject Matter Expert

  • 2003 - 2005

  Team lead for managing and coaching a team of junior staff. Took customer calls on technical support, resolved issues by going through step-by-step troubleshooting guidelines, handled escalations, generated metrics and reporting for the management. Supported the DSL (Digital Subscriber Line) division of AT & T (then Bell South). Managed an average of 500 calls per week in a high-pressure environment. Team lead for managing and coaching a team of junior staff. Took customer calls on technical support, resolved issues by going through step-by-step troubleshooting guidelines, handled escalations, generated metrics and reporting for the management. Supported the DSL (Digital Subscriber Line) division of AT & T (then Bell South). Managed an average of 500 calls per week in a high-pressure environment.