More than 10 years working experience in Contact Center arena: Business process management, Contact Center inbound, Complaint Management, Investigation and Resolution Unit, GPRS team etc. Currently holding the position of Senior Manager-Operations in Genex Infosys limited. Expert in managing a contact center operation and ensure that customers’ calls are attended and their problems/queries are resolved within the set KPIs of the Center and Client. Expert in supervise agents for compliance with the code of conduct and standard practices related to customer service. Review, scrutinize and modify existing work procedures and develop new procedures aiming higher unit productivity. Expert in preparing regular and ad-hoc reports.