Sep 2007 – Present · 18 yrs 8 mos

• Customer Relationship Management
• · Increasing the customer service skills of agents to provide effective levels of customer satisfaction in terms of telephone etiquette and communication skills to impact CSAT scores
• · Keeping senior management informed of client issues and their progress, highlighting client concerns/complaints
• · Owning relationship with assigned customers including implementation, training, ensuring retention & enhanced customer satisfaction
• Team Leadership
• · Conducting one-on-one discussions on employees’ achievements, development areas, goals & feedback
• · Creating an inspiring team environment with an open communication culture, recognizing high performance & reward accomplishments
• · Providing team goals, learning pathways and identifying areas for development in team members
• Operations Management
• · Ensuring all Operational processes are managed efficiently in terms of TAT, accuracy, frequency & compliance leading to seamless service delivery while ensuring process deliverables are met i.e., SLAs, Internal-External Audit, and key control questionnaires
• · Auditing for travel reimbursements submitted for payment from all travelers and employees
• · Improving reporting processes to gather on deeper insights on customer experiences
• · Implementing defined KPIs for performance monitoring and quality measurement purposes
• Training & Development
• · Managing Training & Development life cycle encompassing learning and developing learning management system.
• · Building a training framework & designing training curriculum to drive performance
• · Conducting training sessions to orient new employees regarding process related modules or SOPs
• · Collaborating with the various teams to use materials for training and to customize training according to the project/processes

Jan 1997 – Jan 2007 · 10 yrs

• · Conducted the following:
• · Events for CMEs (Continued Medical Education Programs) and updated customer about the new updated in the medical fraternity from various international publications
• · Trainings, recruitment for new hires and regular conferences & meetings