Results-driven BPO and Operations Executive with 25+ years of progressive leadership experience in Contact Center Operations, Business Process Outsourcing, Customer Experience, and Global Service Delivery. Proven track record in scaling operations, improving CSAT and NPS, increasing revenue performance, reducing cost leakage, and driving operational excellence across voice, non-voice, and omnichannel environments.
Extensive expertise in Operations Management, Quality Assurance, Transaction Monitoring, Workforce Management, SLA and KPI governance, Sales Performance, Outflow and Cost Management, Client Transitions, and End-to-End Program Delivery. Adept at leading large, distributed teams across offshore and remote delivery models while implementing data-driven strategies, SOPs, and governance frameworks aligned with business goals.
Known for building high-performance cultures through strong leadership, structured coaching, process optimization, and continuous improvement initiatives. Highly collaborative partner to C-suite executives, clients, and cross-functional stakeholders, with a reputation for driving measurable results, operational stability, and customer loyalty.
CORE COMPETENCIES
• BPO Operations Management
• Contact Center Leadership. Voice and Non-Voice
• Omnichannel Service Delivery. Voice,
Email, Chat, SMS
• Customer Experience Management
• CSAT, NPS, CES Optimization
• Quality Assurance and Transaction Monitoring
• Workforce Management and Capacity Planning
• SLA, KPI, OKR Governance
• Revenue Growth and Sales Performance
• Cost Control and Outflow Management
• Process Improvement and SOP Development
• Change Management and Operational Transformation
• Client Onboarding, Transitions, and Migrations
• Risk Management and Crisis Resolution
• Performance Management and Coaching
• Stakeholder and Client Relationship Management
• Remote and Offshore Team Leadership
• Data Analysis and Executive Reporting
TOOLS, PLATFORMS, AND TECHNOLOGIES
CRM and Customer Support Systems
Salesforce, Zendesk, Freshdesk, HubSpot, ServiceNow, Zoho CRM, Intercom
Contact Center and Telephony Platforms
Genesys, NICE CXone, Five9, Avaya, Talkdesk, RingCentral, Dialpad, Aircall
Quality Assurance and WFM Tools
Verint, NICE, Playvox, MaestroQA, Calabrio,
Observe.AI Project and Operations Management
Asana, Jira, ClickUp,
-----------, Trello, Smartsheet
Data, Reporting, and Productivity
Microsoft Excel Advanced, Google Sheets, Power BI, Looker Studio, Google Workspace, Microsoft Office Suite
Collaboration and Communication
Slack, Microsoft Teams, Zoom, Google Meet
Methodologies and Frameworks
Lean Six Sigma, COPC, ISO Standards, ITIL, Agile, Continuous ImprovementI am a result oriented professional with over 25 years of comprehensive experience in Operations Management, Quality Assurance Management, Transaction Monitoring, driving Customer satisfaction, NPS, Sales revenue, Outflow Management, Quality Assurance, Project and transitions management & Customer Relationship Management.
I possess Extensive experience in managing the overall business in the BPO setting and
proficient at managing & motivating teams for running operations & extensive experience of developing procedures, service standards & operational policies for business excellence.
I always display and showcase a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.
High degree of experience in every aspect of Operations Management within a contact center (Voice & Non Voice), managing all platforms of delivery (Voice,
email & Chat)
Possess excellent interpersonal, communication & organizational skills with proven abilities in team management, customer relationship management & effective crisis management
