Business Operations through Strategic Project Management

Led seven (7) Teams and handled all eight (8) LOBs from three (3) Campaigns

Facilitated three (3) Ops led new hire training classes

Facilitated client meetings and calibration sessions

Successfully introduced internal knowledge base(LMS tool) to client-stakeholders & maintained it which fast tracked trainings and process updates.

Established campaign specific Update Management process that established update categorization and targeted timelines that led to client retention and contract renewals

Served as all-round support to ensure streamlined process understanding for the business/campaign supported

Weekly face-time with the clients for training & process updates.

Managed and facilitated process calibration with Operations and Quality stakeholders.

Responsible for creating training needs analysis, training materials, performance curve deep-dive analysis.

Facilitated Project-Self Workshop (Public Speaking)

Maintained LMS platform that helped move information across faster and efficiently shortening usual rollouts of 7 business days to 1-3 business days of roll out

Maintained an overall 95% throughput throughout the 20 batches trained of new hires trained