• Played a Key role in setting up 3 new processes within a span of 30 months. • Outbound Calling- Pilot project launched and successfully established. Presently a 200 seater process. • Chat- Pilot Live chat process launched and successfully established. Presently a 100 seater process. • Avoidable Truck Roll (ATR)- Off Shore training for the new client and have played a key role in delivering all parameters on time. • Responsible for transitioning of the projects and end delivery to the client

• Handling Bell Canada High Speed Connectivity process with a team size of 35 Agents • Meeting client KPI parameters on time and ensuring that the workload is met in an efficient way. • Worked on outlier management and brought in changes within the process. • Team Schedule / Roster Management. • Auditing and Quality conformance with COPC Guidelines.