· A result-oriented professional with 17+ years of experience in Operations Management, Service Delivery,Process Improvement, Team Management, SLA Management, and Performance Management
· ITIL V3 Intermediate Certified in IT Service Operation
· Six Sigma Black Belt Certified
· EE (Execution Excellence) Bronze Belt Certified (A certificate for Excellence in Process, Project & Quality Management)
· Certified LEAD Program (Adv. Certification Program for Leaders) while working with Sutherland Global Services
· Expertise in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful teams to achieve all set business objectives
· Deftness in setting out quality standards for various operational areas; implementing quality systems & procedures to facilitate a high-quality customer experience, while adhering to the SLA
· Knowledge of establishing processes, SOPs, streamlining workflow and creating team work environment to enhance productivity innovatively
· Skilled in mapping business requirements and coordinating development & implementation of processes in line with the pre-set guidelines
· Exceptional communication, presentation & mentoring skills with distinguished abilities in leading teams for developing procedures and service standards for business excellence
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