Poonam John Elias

• Develop recommendations for programs and products for clients.
• Lead weekly video calls to cultivate positive relationships.
• Communicate consistently to ensure successful adoption and best practices in use of products and programs.
• Involved in Contract Life cycle Management i.e. from Its Introduction to its Execution.
• Foster collaboration and teamwork among clients and coaches through online and live events to provide sense of community and ensure highest level of support.
• Writing and conducting performance evaluations, making employment decisions, setting up
  performance goals and targets for assigned team
• Ability to think strategically about business, product, services and technical challenges, with the
  ability to build strong industry relationships.

• Create an inspiring team environment with an open communication culture.
• Delegate tasks and set deadlines & oversee day-to-day operational
• Conducting Meet & Greet sessions with new joiners and explaining the Onboarding process
• Chalk out or improve operational systems, processes and best practices that guarantee organizational wellbeing Perform quality controls and monitor production KPI .
• Recruit, train, supervise and appraise human resources.
• Collaborated via weekly conference calls with customers, Advanced Services and account teams to discuss status reports, address concerns, and plan for potential, upcoming or in-process events.

• Supported manager as Team Lead. Trained team on all aspects of organization and job responsibilities.
• Coached, mentored, advocated best practices, and encouraged alignment, resulting in improved team member morale and personal growth.
• Partnered with Business Operations Team to improve on metrics reporting tools, which resulted in increased usage and alignment with Focused Technical Support organization.

• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Supervised team members to confirm compliance with set procedures and quality requirements.
• Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
• Worked with team to identify areas of improvement and devised solutions based on findings.

• Optimized project management, resulting in timely deliverables and improved client satisfaction rates.
• Mentored junior analysts, fostering professional development while enhancing overall team performance.
• Conducted in-depth competitor analysis to identify opportunities for growth and expansion within the industry landscape.
• Increased overall profitability by identifying inefficiencies within existing systems and implementing necessary changes.

Doing collection for gas and electricity bills for British Gas customers.
• Arranging installment plans and other modes of payments. •
• Handling complaints and closing them on daily basis

Researched and adopted new technologies to add value to existing offerings.

• Standardized technical operations reporting parameters to reduce wasted and redundant effort across multidisciplinary teams.
• Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
• Collaborated with cross-functional teams to identify recurring technical issues, resulting in improved product quality.