Started as an executive to becoming a Global Leader
I have managed to work under different roles of an executive, a trainer, quality analyst, Team manager (back office, voice and chat) a project lead and currently as a global process manager managing teams across India and Cairo for entire business customer operations for Ireland market. The opportunity to work with some of the best leaders who have been the best mentor has always helped me make the right choices when it comes to right career progression. I have always ensured to move laterally if not vertically every 18-24 months which always ensured that there is constant addition to my skill and I keep building onto my capabilities. Being a mother to a 6 year old daughter I always believed in maintaining a healthy work life balance without letting either side be impacted. The exceptional work culture and people around me have always supported me in achieving my goals.
I Work as a global leader leading CARE business Ireland _VOIS
My current role includes managing CARE Operations for business customers for Ireland market. My teams are currently based out of India and Egypt with a total span of 250 people. My key roles include performance management, people management, partner management and day to day operations ensuring business KPIs are delivered. We support Ireland business customers for mobile as well as fixed products with CARE and technical support via voice, email and chat. I also have a service desk team supporting large corporate customers with proactive monitoring, Level 1 trouble shooting and managing some of the key changes as part of technical support. TNPS is one of our key KPI and that involves we working with local market in building the right capabilities for customer handling skills and customer experience initiative in improving product and services
Continuous learning and addition to my capabilities
When I look 10 years back when I had joined the organization to looking at myself now I feel there has been an immense growth to my capabilities. From knowing only a basic communication skill to now having the capability to manage global teams, to involving in budgeting, to partner management, to taking strategic decisions, to leadership skills, to project management, to lead and execute some big transitions, the learning has been non-stop. The best thing about my role is I have always been able to build a very strong team by constant coaching and support as that has always worked for me as a two way learning and has helped me gain a long term success in execution of every project I have led.
Take Risks and never stop learning
The one thing I have always lived upon is taking risks and continuous learning. Some of us always hold back to ourselves with a fear of failure and hence we don't want to take risk. I have always taken a pause to self reflect and set goals to add to my learning and capabilities. If I have to talk about some of the key risks I have taken that would be taking the risk of change from a very settled process to a project which was not doing well. I have always chosen to be in a challenging role rather than sticking to your comfort zone. The comfort zone may give you peace for a while but the challenges keep you motivated and gives you the passion to keep working.
Being the best choice for Partners
Ireland as a market was led by very difficult partner manager with constant demand in ensuring right performance and always being on top of things. During the initial transition there were multiple escalations from the market and there were discussions happening to move some of the business back to the local market. I was a new joiner and with my initial connect, my leadership trusted me with my capabilities and asked me to lead that team. Within three months by working on ground in fixing the process, people upskilling, the right support and feedback model and putting in the right governance I was able to turn the table around and the process started receiving compliments from complaints. I also identified some of the process gaps by working with my team which helped generate revenue saving worth 150K Euros. This helped partners build back the trust and ended up transitioning more processes to _VOIS. I also worked on partner relationship management by keeping them constantly engaged on actions and proactive communication on key challenges. With the trust the partner requested SLT for me to lead their three different projects which included CRM migration for entire consumer account and all of these were successfully executed.
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