Result oriented BPO with eight years’ expertise in all outsourcing facets of specific business processes and functions intended to improve business performance and profitability in a growth-focused organization including:
• Enhancing and monitoring functionality/performance of outsourcing to service providers.
• Managing and consulting of contractual agreements with vendors.
• Researching performance: Identifies successful processes, loopholes and malfunctioning operations.
• Expands business relationships with third party partners.
• Engages with customers through call centers.
Core Competencies and Strengths
• Excellent communication, motivational and leadership skills.
• Analytical abilities
• Expertise with research tools.
• Teamwork management.
• Computer literacy.
■ Professional Experience
Wipro Technologies
BPO Specialist/Analyst
• Directed business outsourcing operation: Development of vendor base, staffing solutions, maintaining/monitoring scope of services, 3rd party partners’ performance, contractual agreements and business relationships.
• Worked in coordination with executives, 3rd party subcontractors, subject matter professionals, and industry leaders to achieve/exceed firm’s goals and objectives.
• Handled complex business queries including complaints and feedback: Supervised incoming queries on a daily basis to monitor performance and prepare reports accordingly.
• Produces business research reports and studies.
• Conducting audits on a regular basis