Ardent BPO Manager adept at communicating with primary commercial clients to ensure that all outsourced processes meet quality and efficiency standards. Proficient in quality control procedures. Specialise in applying problem solving and troubleshooting skills to meet client needs.
Â• Extremely adept at managing and planning projects in accordance with client guidelines Â• Proficient in the use of Web technologies to maintain contact with offshore clients Â• Vast knowledge of the financial industry on national and global levels Â• Sound ability to identify and resolve problems in an efficient manner Â• Skilled at establishing and maintaining mutually beneficial client relationships Â• Excellent ability to communicate with vendors
February 2010 to November 2012 Manchester Manufacturing Â— Manchester, UK BPO Manager Â• Negotiated delivery terms with national and international clients. Â• Determined project goals and prepared project completion schedules. Â• Established quality standards for each assigned project. Â• Tracked project progress and presented regular reports to clients. Â• Monitored client programmes and identified potential risks. Â• Designed mitigation plans and implemented quality assurance procedures. Â• Ensured that all project timelines were met in accordance with client specifications. November 2012 to Present Oceanside Financial Â— Manchester, UK BPO Manager Â• Provided detailed feedback to team members pertaining to each project. Â• Monitored all incoming BPO orders and prepared necessary documentation. Â• Managed client communications with timely responses to emails, phone calls, etc. Â• Attended regular BPO meetings, both in person and via Skype. Â• Provided support to other teams when required. Â• Efficiently resolved client issues.
2010 University of Cambridge, Cambridge, England, UK Bachelor of Science, Business Management