Over 12 years of experience in Customer Service Industry, client handling, Technical Support, telecommunication and Transnational Quality Assurance. Train associates on handling Voice, Email and Chat transactions. Experienced in handling a team of Call Quality Auditors and Trainers. Provide feedback and design training based RCA. Lean Six Sigma and ITILV3 Foundation Certified, experienced process Trainer. Drive CSAT to improve process and project matrix. Setting up/ Streamlining projects. Intermediate (B1 Level) in German Language. Prepare training modules and act as an SME as and when required. Can prepare dashboards and do reporting using MS office Suit. Good team player, motivate team members to meet deliverable.