Experience

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  Cogent e services

  Mar 2017 - Apr 2018

  Cx specialist

  ☆Began my career as a Customer Specialist, where I excelled in solving complex problems and resolving customer queries while maintaining high-quality standards. Consistently exceeded business targets through effective use of coaching and feedback to drive process improvement. Proactively contributed process-related suggestions to my team leader, enhancing operational efficiency and significantly boosting customer satisfaction. Demonstrated a strong commitment to excellence and continuous improvement, ensuring exceptional service delivery and customer loyalty. Show less

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  Concentrix

  Apr 2018 - Dec 2018

  Senior customer service associate

  ☆Proven track record in resolving customer issues efficiently, ensuring timely closure of tickets, and consistently meeting all performance targets. Utilized a customer-centric approach to address concerns, resulting in high customer satisfaction and loyalty. Skilled in handling escalations and maintaining 100% compliance, while continuously striving to exceed client expectations through strategic problem-solving and exceptional service delivery.

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  Tech mahindra

  Sept 2019 - Jul 2023

  Operations team lead

  𝐋𝐞𝐚𝐝𝐢𝐧𝐠 & 𝐌𝐨𝐭𝐢𝐯𝐚𝐭𝐢𝐧𝐠 𝐓𝐞𝐚𝐦 𝐭𝐨 𝐃𝐞𝐥𝐢𝐯𝐞𝐫 𝐄𝐱𝐜𝐞𝐩𝐭𝐢𝐨𝐧𝐚𝐥 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞:●Lead and inspire a team that delivers exceptional customer service experiences for our client's processes.●Mentor associates to reach their full potential, ensuring they exceed client expectations.𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐊𝐏𝐈 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭:●Strategically work to consistently meet KPIs (FCR, NPS/CSAT, Quality, Shrinkage, Attrition, Staffing Management) in a dynamic environment.●𝐎𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐬 𝐌𝐚𝐧𝐚𝐠𝐞𝐦𝐞𝐧𝐭:●Oversee an operations team of 25-30 advisors and 4-5 SMEs.●Focus on continuous improvement by analyzing daily results and recommending program enhancements to the quality/training team.𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐀𝐬𝐬𝐞𝐬𝐬𝐦𝐞𝐧𝐭 & 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭:●Review advisor-level performance reports to identify trends and recommend improvements through ●BQ management and Corrective Action Plans.●Regularly interact with advisors and management to gauge satisfaction levels and identify areas for improvement.𝐃𝐚𝐭𝐚 𝐏𝐫𝐞𝐩𝐚𝐫𝐚𝐭𝐢𝐨𝐧 & 𝐒𝐭𝐚𝐤𝐞𝐡𝐨𝐥𝐝𝐞𝐫 𝐂𝐨𝐦𝐦𝐮𝐧𝐢𝐜𝐚𝐭𝐢𝐨𝐧:●Prepare team data for managerial and client review, providing business insights to stakeholders for development.𝐄𝐦𝐩𝐥𝐨𝐲𝐞𝐞 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭 & 𝐌𝐨𝐭𝐢𝐯𝐚𝐭𝐢𝐨𝐧:●Co-facilitate employee satisfaction and motivation through team engagement activities such as potluck lunches, appreciation activities, and weekly/monthly appreciation card distribution.𝐌𝐞𝐧𝐭𝐨𝐫𝐬𝐡𝐢𝐩 & 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠:●Mentor, manage, develop, and evaluate nesting/production advisors to ensure the highest levels of quality and service, aligning with client goals.●Identify training needs of BQ advisors and proactively plan training requirements.Quality & Compliance Collaboration:●Work closely with the Quality or Compliance team and senior leadership to maintain quality standards and process hygiene. Show less

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  Concentrix

  Jul 2023 - now

  Assistant manager