Reversed a challenging client relationship by addressing concerns with tailored strategies, achieving a 50% improvement in client satisfaction and securing long-term trust. Expanded the team from 14 to 30+ employees by adding 2 new projects, increasing FTEs by 20%, and ensuring smooth scaling. Boosted team productivity by 30%, implementing process improvements and aligning KPIs with strategic goals. Designed data analysis frameworks using Excel, Tableau, and Power BI to optimize resources and align staffing with project needs. Led performance reviews and personalized coaching plans, mentoring future team leaders and fostering a high-performance culture. Collaborated with IT and HR to refine hybrid/WFH onboarding processes, enhancing employee satisfaction and security compliance.

Spearheaded QA and training processes for new hires, maintaining above-standard performance across projects. Implemented feedback systems and streamlined training programs, reducing ramp-up time for new employees. Enhanced client satisfaction by introducing quality tracking measures and improving internal reporting accuracy. Partnered with stakeholders to design KPIs and align them with project objectives.

Managed groups of up to 25 new hires during ramp-up, ensuring full productivity within two weeks through targeted training and coaching. Collaborated with training management to align performance metrics and goals with operational requirements. Developed action plans to address performance gaps, achieving consistent team improvement.