Vinal Bulbule

• Led a high-performing operations team, focusing on continuous improvement and employee development.
• Facilitated ongoing training programs for staff members to enhance skillsets and boost overall team performance levels.
• Collaborated with cross-functional teams to achieve shared business objectives and drive company growth.
• Managed key projects from inception to completion, delivering results on time and within budget constraints.
• Conducted regular reviews of internal policies and procedures to maintain compliance with industry regulations or best practices guidelines.
• Reduced operating costs by identifying areas of waste and implementing cost-saving measures.

• Manage the operations floor on a day to day basis covering approximately 20 -30 Associates and Subject Matter Experts
• Build daily and weekly status reports from metrics databases for communication to stakeholders
• Heading the Peak Readiness Plan every year by coordinating with stakeholders and understanding the Inflow/HC requirement and create a plan accordingly.
• Track metrics around quality and productivity
• Ensure productivity is maximized through supervision, analysis and feedback of transcriber performance data on a periodic basis
• File and track tickets and follow up on blocking or productivity impacting issues
• Coordinating with the HR team to escalate issues when the need arises
• Maintain constant communication through daily huddles and provide regular feedback to the team and have monthly formal 1:1 with direct reports
• Manage people effectively to maintain a highly motivated and top performing work force

People & Performance Management: Manage a team of 15-30 associates, responsible for overall performance, coaching and development of aligned employees.

Reporting and Analysis: Report performance vs goals at a daily/weekly level. Clearly callout risks, opportunities and support required to improve overall KPI's

• Fostered a positive work environment that encouraged collaboration and teamwork among employees.
• Increased first call resolution rates, reducing the need for follow-up calls and improving customer satisfaction.
• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Facilitated seamless transition periods during system upgrades or changes by guiding the team through new processes effectively.

• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Enhanced customer satisfaction by effectively addressing inquiries and resolving issues.