Oversee management of global customer-centric complex solutions and engage with cross-functional teams and SMEs to develop call center solutions for key clients. Primary contact for products sales, as well as offer consultancy in contract development to secure profitable terms of agreements. Incremental revenues, profitability targets, and value for clients by coordinating with sales leaders to create comprehensive proposals. Consulting expertise on proposals, solutions, architectures, pricing, contracts and strategic alliances. End to end project management from solution strategy development through creation of key documents e.g. RFI, RFP, Solution overview, SOW, MSA, etc.

Ensure that the clients and the companies’ targets and goals are meet by managing the day-to-day operations and by maximizing productivity and efficiency. Managed an operations team of 200+ employees with 4 different LOB's from residential to business customer's. Developed and implemented performance standards and procedural changes to drive productivity and quality. Recognized as the best partner 7 consecutive months during 2020 (April-October). Created a culture of excellence within the call center that inspires employees to do their best work. Primary point of contact for the client regarding escalations, day to day operations and performance management.

Awarded as Best Sales Supervisor 2017 & 1018 - Circle of Excellence Award. Top Supervisor in Strategic Products of the year 2016 and 2017 Ensuring agents understand and comply with all call center objectives, performance standards, and policies Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary Hiring, training, and preparing call center representatives to sell the right products to the customer