Experience

• 

  Sutherland

  May 2006 - Dec 2007

  Team lead

  Have handled multiple sales team, responsible for providing excellent customer service through the coaching and development of sales agents. Additional challenges include process improvement, monitoring and managing staff performance,communicating openly and frequently, demonstrating integrity, and leading by example.

• 

  Sutherland

  Feb 2008 - Sept 2010

  • Primarily responsible for Productivity, Service and Attrition metrics.• Performance Monitoring and Employee Engagement• Coaching to improve performance & Mentoring• Responsible for delivery of Services and performance of team To monitor and respond to expected changes in skill requirements, and to deliver training which provides demonstrable, measurable bottom line results. Internally identified and developed process trainers and certified them. Periodically analyze the training need and facilitate OJT’s. Have certified and offered new hire Training to new geographical set up in Camsur, Philippines in April’09.

  • Team Manager

    Oct 2009 - Sept 2010

  • Training Manager

    Feb 2008 - Oct 2009
• 

  Iopex technologies

  Apr 2012 - Jun 2015

  Project manager - transition & pms

   Lead and implement all transition projects for LOB – provide direction and guidance during transition and also during post transition integration phase. Drive standardization of processes and performance metrics across the LOB globallyAs a performance manager, responsible for monitoring performance, improving metrics and delivering to global SLA and KPI targets. Deal with issue escalation, business continuity management and liaises with client on a regular basis to provide and explain key performance metricsDrive coachings – Coaching Framework is designed for all sales process and developed a tool to track and make sales intelligence out of it Show less

• 

  A.p. moller - maersk

  Jun 2015 - now

  OTCS Delivery Lead for MSL NAM (US & Canada) Export, Import & Booking ProcessKey Skills: Customer experience, Operations, Migration, Process Improvements, Service Delivery:• Lead, motivate and develop the Customer Service teams by providing clarity of vision strategy and a work environment conducive for colleagues to deliver the intended customer experience.• Maintaining focus on Voice of customer, Employee engagement, Staff development, plus process and cost efficiency within NAM Region.• Create culture of engagement with the operational teams to ensure customer service remains as high priority.• Monitoring end-to-end activities connected with the processes to ensure optimal efficiency through automation.• Responsible for reviewing and identifying opportunities for improvement related to customer satisfaction, pursuing opportunities associated with cross functional activities and working closely with colleagues to eliminate obstacles that may be impacting their daily functions• Engagement with cluster partners to identify trends and opportunities to improve the service and making customer service a real selling point for the business.• Represent the North American region in global systems development initiatives, manage and prioritize projects, as well as developed local software solutions.• Monitoring end-to-end activities connected with the processes to ensure optimal efficiency• Stake Holders/Customer Engagement: Maintain robust customer relationship and strengthen the same in order to have a seamless deliverable to end customer. Identify Pain areas for the cluster and work on improvements plans develop and implement Projects to improve the cluster Score card Show less

  • Inland Manager - NAM Operations

    Jan 2018 - now

  • Process Delivery Manager - Chennai Site

    Jan 2017 - Dec 2017

  • NAM Cluster Commercial Manager

    Jun 2015 - Jun 2017