With over 16 years of experience in Business Processing Outsource and leadership, I bring a wealth of expertise in managing complex, high-performance teams while delivering exceptional service to international US clients in the healthcare sector. Currently, I serve as the Senior Director of Operations at CPCG, a role I’ve held since May 2019, where I oversee large-scale Business Processing  operations, process improvements, and client satisfaction initiatives.

One of my key achievements was being part of the founding team of this company as the first employee, working alongside CEO Saleem Shah. We started in a modest 700-square-foot office with just two tables and two computers. Over the course of five years, through strategic planning and dedication, we have grown the company to over 150 employees, now operating from a 25,000-square-foot facility. This growth is a testament to the strong foundation we built and the collaborative efforts that have driven the company’s success.

I specialize in process optimization, with expertise in utilizing CRM systems, telephony solutions, and data analytics to enhance call center efficiency, reduce wait times, and improve first-call resolution rates. I am also deeply committed to mentoring and leading high-performance teams. By implementing targeted training and development programs, I ensure that my teams consistently meet and exceed performance expectations, driving both operational success and employee growth.

As the Senior Director of Operations, I oversee the strategic and operational aspects of the organization, focusing on optimizing call center performance and ensuring seamless service delivery to our international clients, particularly in the healthcare sector. My role involves leading cross-functional teams, streamlining processes, and driving operational excellence through data-driven decision-making. I am responsible for developing and implementing scalable solutions that enhance efficiency, improve client satisfaction, and support the growth of the company. Additionally, I focus on fostering a collaborative team environment, mentoring leadership teams, and aligning our operational strategies with the company’s long-term goals