Experience

• 

  Tracmail

  Mar 2010 - Aug 2011

  Customer service associate
• 

  Altisource

  Jun 2012 - Dec 2019

  • Team Leader Customer Advocacy

    Oct 2017 - Dec 2019

  • Team Coach

    Jan 2016 - Sept 2017

  • Recovery Specalists

    Jun 2012 - Dec 2015
• 

  Accenture in india

  Dec 2019 - now

  Manage Operations from process & measurement standpointSet and assess representative’s performance expectations and performance, and create individual action plansMonitor associate customer contacts and provide constructive feedback on performance to individuals on a regular basisConduct briefings and team meetings for team status updates, new product information, policy and procedures change, etc.Ensure key service center performance indicators are met and assist Operations team with performance summary reports creationCollect feedback from associates, managers, and Quality Coaching team to identify associate training and development needsAssist with scheduling and forecasting of staff to maintain optimal service providedDevelop reward and recognition programs for teamsPresent current customer issues, trends, and recommended solutions to managementMaintain current understanding of policies and procedures, website changes, new products and processes of company and customer service centerManage escalated customer enquiries / complaints Show less

  • Assistant Quality Assurance Manager

    Sept 2023 - now

  • Team Lead

    Dec 2019 - Apr 2024