PROFESSIONAL EXPERIENCE Infosys BPO ltd. Dec 2007 to Jan 2010 Roles & Responsibility Key Role : • Worked as a Senior Process Executive/Quality Analyst for a UK based Investment Banking Process, Equiniti. • Went for transition to UK (Birmingham) for Equiniti project for IOT (initial offshore training) to bring a new business. • Performing the roles of a Process Trainer / Quality Analyst for the team. • Equiniti is the UK’s leading provider of share registration services & they have outsourced all their correspondence work in terms of dividend distribution to us. • Maintaining & protecting the required data for each & every client keeping the confidentiality in mind. Responsibility: • Being an IOT got opportunity to train the whole pilot batch of 18 members. • The responsibility of an SME (Subject matter expert) enhanced my role. • Interacting with the offshore (UK) client on daily calls & providing them the daily production & quality reports & discussing the forecast work inflow. • Collating the production data at the day end & sending the MIS report to the client on daily basis. • Motivating the team to meet the SLA & quality parameters set by the client by taking time to time refresher sessions. • Setting up the action plan for the under performers in terms of quality/production. • Played a supervisory role by handling the whole team individually. • Managing the work queues especially at the time of any contingency time , helped the team according to the BCP (business continuity plan) required at the moment. • Handling MIS & the Dashboard/SLA reporting on daily/weekly/monthly basis.