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Summary Of Achievements

 

         Successfully piloted two international BPO projects while with Daksh eServices.

         Leveraged proficiency in cross-selling and product diversification to surpass sales targets by 40% for Wells Fargo.

         Overhauled daily processes at Wells Fargo to generate $1M and accelerate ramp up period by 70%+.

         Devise and launch performance incentives and employ team-building expertise to elevate staff productivity and morale, and extensively improve customer satisfaction and retention at Wells Fargo.

         Directed capacity planning and management initiatives at EDS to increase productivity by 30%+.

         Captured process growth at EDS of 50% within one year of implementation.

         Proficiency in directing call center operations, fostering strong client relations, and fortifying quality control and customer satisfaction.

         Devise and implement policies, strategies and procedures to optimize company reputation, competitive positioning, operational performance, and employee productivity.

         Adept at team-building and leadership, staff training and development, coaching, diversity management, and conducting performance reviews.

         Technical/software skills include Microsoft Office Suite (Word, Excel, PowerPoint) and Microsoft Project.

 

Professional Experience

 

Customer Service Manager, Wells Fargo, West Des Moines, Iowa, 2006 to Present

         Direct daily call center operations including hiring, training, diversity, coaching, retaining, and leadership of 200+ customer service representatives.

         Administer policies and procedures regarding customer service level agreements and new product support plans.

         Apply Six Sigma tools and principles to analyze, plan and implement efficiency improvements.

 

Project Manager / Supervisor, EDS, Des Moines, Iowa, 2004 to 2006

         Delegated tasks to 5 supervisors and guide senior management in departmental improvement efforts.

         Motivated, mentored, coached and developed call center representatives; maintained attrition rate of below 5%.

         Drove human resources functions and conducted regular performance evaluations.

         Consulted with business partners to define project requirements and business case including statement of work.

         Revised project plans and budgets and interacted with senior management on behalf of project team.

         Presented regular project status updates to senior management, skillfully expediting end-to-end project success.

 

Supervisor C Process Implementation, Daksh eServices (IBM Global Services), Gurgaon, India, 2001 to 2004

         Championed design, development and implementation of two international projects, overseeing client reporting and directing team in delivering exceptional client service and support.

         Oversaw project management regarding new business and sales development strategies.

         Project-managed new business and sales development strategies in compliance with budget and timeline parameters.

         Established  business objectives, created strategic plans and identified business opportunities.

         Managed training for client companies comprised of 1,000+ employees and facilitated Train the Trainer programs.

         Won Best Sales Employee award for generating excellent revenues.

 

Education

 

MBA, Human Resources Development and Marketing C Symbiosis, India, 2005

Bachelor of Business Administration C International Management Center, India, 2001

 

Certifications / Professional Development

 

Lean / Six Sigma Green Belt Visa Bankcard Management Certification Quality Management System Certification Active Operations Management Certification Behavioral Analytics Certification Talent Keepers Certification