Veronica Massey

About Veronica Massey

Currently working as Assistant Manager- operations with Teleperformance.I have a work experience of 10.4yrs with 9.6 in Human Resources- employee relations.

Experience

1. Assistant Manager Operations

   TP

   Jan 2025 — Present · Mumbai, IN

   Operational Oversight:Supervise daily BPO operations, ensuring smooth workflow and efficient service delivery. • Performance Management:Monitor key performance indicators (KPIs), analyze data, and develop strategies to meet or exceed targets. • Team Leadership & Development:Lead, mentor, and motivate a team of representatives and team leaders, providing training, feedback, and performance evaluations to enhance skills and foster growth. • Client & Customer Relations:Act as a point of contact for clients, build strong relationships, and professionally handle and resolve client escalations and customer complaints. • Process Improvement:Identify trends and areas for improvement in operational systems, processes, and policies to enhance efficiency and customer satisfaction. • Compliance & Reporting:Ensure adherence to company policies, industry regulations, and safety protocols. Prepare and present reports on performance metrics and other operational data to senior management. • Resource Management:Assist with resource allocation, budget monitoring, and scheduling to meet operational demands. • Recruitment & Training:Support the recruitment, onboarding, and training of new staff members to ensure a seamless transition and maintain a skilled workforce. • Problem Solving:Address and resolve employee and workplace issues, acting as a bridge between employees and senior management.

Education

• Sophia Girls College, Ajmer

  B.Com, Commerce

  2005 — 2008

• IBSAR , Mumbai

  MBA, Human Resource

  2008 — 2010

• Symbiosis Centre for Distance Learning

  Master of Business Administration - MBA, Project Management

• Mayoor School , Ajmer

  12th, Commerce

  2003 — 2005