Results-driven Operations and Team Management Professional with 7+ years of experience in BPO operations, process management, quality improvement, and client servicing. Proven expertise in leading large teams (up to 80 associates), optimizing AHT, SLA, CPA, and ensuring strong client and customer satisfaction. Demonstrated success across MakeMyTrip, Goibibo, GCC, and Wyndham processes. Skilled in people management, performance governance, quality audits, data-driven decision making, and escalations management.
