A result-oriented professional offering 14 years of experience in Operations Management, Process Management, Quality Management, SLA Management and Client Interaction & Retention Excellence in managing end-to-end process operations with focus on quality deliverables Highly skilled at meeting & setting KPI targets including NPS, CSAT, CRR- Customer Resolution Rate, FCR - First Contact Resolution, RCR- Recontact Rate and planning areas of improvement or development Proficient in ensuring clear lines of communication, close collaboration with capability to quickly bring right talent to daily operations issues Keen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores Excellence in recommending improvements to functionality, creating and delivering quality services Cross-functional team player with excellent interpersonal, communication, analytical and planning skills with proven capabilities in people management and client relationship management 100% Accuracy Guaranteed An Excel/Word/PowerPoint Expert