Formulated standard operating procedures (SOP). Planned strategy, defined outcomes and ensured overall adherence of company policies.

Mentored the team of 15 members.

Collaborated with cross functional team of Sales and Account Management to analyse new market trends and examine new products. Hereby facilitated incorporation of new offerings and refinement of existing services.

Prioritized excellent relationship with all stakeholders through regular meetings and follow-up engagements for exchange of feedback, resulting in improved productivity and speedy conflict resolution.

Facilitated audits, led regular and surprise inspection to ensure quality standards. Assisted HR in hiring, training and appraisals of Operation division and supported in miscellaneous procurement and general administration.

Evaluated vendor selection and on boarding process, negotiated rate contracts and conducted performance reviews to ensure best service delivery.

Inspired customer focused work environment equipped with effective communication and updated product knowledge, thus reduced service lapses and enhanced customer delight.

Simplified feedback and complaints procedures for customers and enforced in time claims settlement. Conducted periodical reviews to ensure improvement in delivery of services.