Expertly recovered a high-profile account from a PIP (Performance Improvement Plan) Through swift process optimization and risk mitigation. Developed and executed strategic operational plans to optimize workforce logistics and infrastructure capacity, directly supporting a 400% scaling of subaccount operations within two years - meeting client requirements. Planned and managed annual and quarterly budgets while overseeing strategic and operational objectives by establishing & monitoring production KPIs. Directed the development of standardized quality control frameworks that ensured adherence to strict industry guidelines, resulting in the stabilization of at-risk accounts and consistent delivery of service excellence. Collaborated with cross-departmental leadership to refine product and service feedback loops, translating operational data into actionable insights for product improvement and client retention. Oversaw day-to-day operations and ensured compliance with guidelines to maintain cost efficiency by identifying trends and areas for improvement. Enhanced customer support, satisfaction, and service quality through strategic client relations, interaction, and communication. Led strategic talks with performance reports, enabling proactive business and client strategy adjustments. Evaluated and upgraded operational management systems, boosting efficiency. Leveraging root cause analysis to identify technological gaps and implement robust digital solutions. Recruited, developed, and supervised staff to optimize team performance and productivity.

Promoted to Senior Team Manager within 1 year by leading business line coordination and client communications at Alorica Inc. Led initiative analysis and created automated reports, reducing administrative overhead and optimizing performance. Managed scheduling and created incentive programs for over 300 staff, enhancing motivation and operational efficiency. Responsible for financial tasks, including incentives calculation and validation, and LOB coordination and reporting. Promoted from CSR to Team lead within the first year, demonstrating strong leadership and performance management skills. Evaluated KPI efficiencies, contributing to strategic planning and performance improvement. Facilitated client interaction and communication, ensuring alignment with LOB development objectives.

Served as a key operational resource assisting the core leadership team in transitioning the new SGS Alexandria account to full stability and ensuring rigorous compliance with all SLAs. Built and mentored a cross-functional team, fostering a culture of ownership and excellence that ensured immediate alignment with client deliverables and company standards. Served as the primary point of contact for key stakeholders in Egypt, navigating regional complexities to ensure seamless service delivery and client satisfaction. Designed and deployed a comprehensive suite of KPIs to translate high-level organizational goals into actionable, daily performance metrics for ground-level staff. Conducted deep-dive audits of operational expenditures, implementing lean methodologies that reduced waste without compromising service quality or output. Authored and implemented SOPs to eliminate ambiguity in workflows, ensuring consistent output across all team members. Established company policies to improve staff efficiency.

Reallocated to Chennai, India to orchestrate launching a new Sutherland Global Services site as an Account Manager & Delegated Business Director at Launch. Facilitated Technical Scalability, partnering with IT leadership to analyze and upgrade core infrastructure, ensuring systems were robust enough to support organizational growth and remote workforce capabilities. Oversaw recruitment from role definition to offer, ensuring a pipeline of high-caliber candidates. Defined and deployed Key Performance Indicators (KPIs) across departments, transitioning the team from subjective reviews to objective, metric-based performance tracking. Analyzed operational expenditures to identify inefficiencies, reallocating budget toward high-impact initiatives with the highest projected ROI. Coached & trained future team leaders while leading a personal team toward ranking as number one team across sites.

Promoted to Supervisor within 6 months and advanced to Team Leader, managing a team of 25 members, demonstrating strong managerial and leadership skills. Received 2 Platinum Awards for Integrity & Leadership by maintaining high standards in team interactions. Supervised assigned team to achieve highest global scores, including accolades as 'Most Improved Team' and 'No.1 Team'. Oversaw customer service satisfaction, sales coaching, scheduling, and general training, ensuring target achievement and employee retention. Achieved global recognition for team performance and leadership, enhancing business orientation capabilities.