Talent's About
I am Strategic and results-driven Customer Experience (CX), Call Center Operations and Performance Management leader with 20+ years of experience across banking, financial services, BPO and HR transformation environment. Proven expertise in customer service excellence, workforce optimization, PMS frameworks, LMS implementation, operational transformation and service delivery management.
Demonstrated success in leading large-scale contact center operations, improving CSAT, reducing operational costs, enhancing workforce productivity and implementing KPI/OKR-driven performance cultures. Strong background in customer operations, employee engagement, succession planning, learning transformation and business process optimization.
Recognized for driving measurable business outcomes through customer-centric strategies, leadership coaching, operational excellence, and digital transformation initiatives.
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