Amandeep Khangura

• Leading a cross-functional team of 40 members across both data and voice processes, ensuring smooth daily operations and achieving service level agreements (SLAs).
• Managing end-to-end project execution, including planning, resource allocation, and task delegation to meet project deliverables and client expectations.
• Monitoring and improving performance metrics through data analysis and feedback to ensure continuous process improvement.
• Coordinating with clients and stakeholders for updates, issue resolution, and process enhancements, maintaining a strong relationship and alignment with business goals.
• Training, mentoring, and developing team members to enhance their skills and ensure adherence to quality standards.
• Implementing strategies for process optimization, reducing operational bottlenecks, and driving efficiencies across the team.
• Leading team meetings, performance reviews, and providing actionable insights to improve overall team performance.
• Ensuring compliance with company policies, data protection regulations, and maintaining a high level of customer satisfaction.

• Led a team of 22 members, providing mentorship and guidance while fostering a collaborative culture. Oversaw project execution, process optimization, and continuous improvement efforts.
• Managed team performance, quality, and Average Handle Time (AHT), and escalated issues to the Manager and HR as necessary.
• Worked closely with stakeholders to define project scope, objectives, and deliverables, ensuring alignment with organizational goals.
• Participated in business performance reviews, including weekly WBRs and monthly MBRs, presenting key performance metrics to clients and senior management.
• Served on the interview panel, facilitating the onboarding process for new associates.
• Continuously monitored and evaluated data sources, leveraging data-driven insights to optimize project processes, enhance efficiency, and improve decision-making.
• Ensured adherence to company policies, procedures, and regulatory requirements while promoting a positive, inclusive team culture to enhance employee engagement and retention.

4o mini

Project: E-Commerce Websites (Measurement & Reports) - Annotations

• Launched a new project for an existing client, consistently achieving high accuracy and maintaining all key metrics.
• Annotating images & videos with metadata, descriptions, or tags to enhance searchability and context.
• Directed a team of 20 reviewers, ensuring quality above 99.80% since December 2021, with zero attrition on the project.
• Optimized team productivity by effectively delegating daily tasks.
• Provided mentorship through performance feedback and improvement guidance.
• Analyzed data per client SOP and shared results with stakeholders for further action.

• Experts who operate in a multi-site solution environment
• Focus on names & photo content, read and interpret user behavior and take actions based on client defined policies
• Highlight trends, escalate potential “red flags”, Flag incorrect routed work items and ensure delivery as per agreed metrics
• Responsible for looking for insights, trends and reporting them back to the Training team for forwarding them to client
• Identify, facilitate, and implement process improvement ideas to improve efficiency
• Keeping in touch with quality team for the team disputes on daily basis
• Take care shrinkage closely, maintaining proper & daily track record of work done by executives
• Giving regular feedback to team members
• Interviewed and selected potential new team members from list of candidates recommended by recruitment team.

• Machine), BT (Paint Machine), IRA (Air gauge machine), Handling inquiry and complaint calls from Banks regarding the ATM's & communicating with Banks & MSP via Email support
• Look after FLM and SLM services
• Assisting customers, ensuring happy customer satisfaction
• Maintaining & preparing daily reports & preparing SLA (service level agreement) reports on Weekly & Monthly basis
• Take care of attrition & shrinkage closely, maintaining proper & daily track record of work done by executives
• Giving regular feedback to team members.