Accomplished Senior Manager with 16 years of comprehensive expertise in Technical Support, HR Services, and Team Management. Demonstrated history of effectively driving successful projects and achieving targets within stipulated timelines. Adept at designing and executing streamlined systems to enhance Operations Management efficiency. Key Competencies: • Data Mining: Possess solid knowledge and hands-on experience in data mining. Proficiently utilized tools like Quicksight and Power BI to derive insights for metric enhancement. • Report Analysis: Proficient in generating weekly performance reports for teams and comprehensive analysis reports for employees. These reports are regularly shared with both management and the team. • SOPs and KPIs/KPAs: Developed Standard Operating Procedures (SOPs) and Key Performance Indicators/Key Performance Areas (KPIs/KPAs) to ensure smooth business operations. Regularly engaged with customers to identify areas for enhancement, monitored customer satisfaction trends through KPI analysis, and devised strategies for continuous process improvement. • Training and Customer Satisfaction: Conducted training sessions to enhance customer satisfaction within customer-centric operations. • Process Improvement: Proactively identified process gaps and devised robust strategies for their successful resolution. • Employee Concerns: Expert in recognizing, analysing, and recommending effective strategies to address employee concerns. Introduced innovative methods to overcome challenges and enhance employee satisfaction. • Process Transition: Successfully executed a process transition to Costa Rica, ensuring seamless knowledge transfer to the team members in India. • Scorecard Management: Developed scorecards for different teams, ensuring timely distribution to respective stakeholders to facilitate productive one-on-one sessions with team members. • Hiring Manager: Played a pivotal role as a hiring manager, successfully recruiting and onboarding over 800 candidates. • Certification: Certified in Post Graduate Management Program (PGMP) by IMT Ghaziabad. • MS Excel Proficiency: Skilled in MS Excel, including advanced functions like Pivot tables and VLOOKUP. • With an impressive track record of accomplishment, I bring a wealth of experience, strategic thinking, and practical skills to drive excellence in various areas of responsibility.