Experience

• 

  Mphasis

  Nov 2005 - now

  Adeptly oversee diverse teams, driving excellence across back-office operations and a bilingual contact center.My strategies closely align service delivery with e-commerce objectives, resulting in seamless customer experiences.Inspiring cross-functional teams, I foster a collaborative, innovative, high-performance culture.By streamlining back-office processes, I prioritize accuracy, efficiency, and compliance for seamless service delivery.At the helm of the contact center, I manage customer interactions, resolutions, and escalations with finesse.Guiding a bilingual support team, I ensure culturally sensitive customer assistance for a global clientele.Proactively engaging with clients, I deeply understand their needs, nurture relationships, and address concerns.Implementing cutting-edge technology solutions, I elevate operational efficiency and customer satisfaction.I champion compliance with industry regulations, mitigating risks and upholding data security.Quality assurance is paramount; I establish and maintain programs to optimize service across touchpoints.Leveraging data insights, I drive strategic decisions, track metrics, and uncover valuable trends.Collaborating seamlessly with departments, I create an ecosystem that ensures project success.Merging industry expertise with an unwavering commitment, I consistently propel growth and elevate service standards.Let's connect and explore how my proven leadership and expertise can contribute to your fintech e-commerce journey. Show less

  • Associate Vice President- Consultant and Service Delivery Lead

    Oct 2023 - now

  • Senior Manager Consultant and Service Delivery Lead

    Jan 2020 - Oct 2023

  • Operation Managerand Site Lead

    Apr 2017 - Dec 2019

  • Assistant Operations Manager

    Jan 2016 - Mar 2017

  • Unit Manager

    Oct 2013 - Dec 2015

  • Assistant Unit Manager

    Oct 2010 - Sept 2013

  • Senior Customer Service Associate

    Oct 2008 - Sept 2010

  • Customer Service Associate

    Dec 2006 - Sept 2008

  • Training Customer Associate

    Nov 2005 - Nov 2006