Jul 2021 – Jun 2025 · 3 yrs 11 mos · India · Remote

• Managed full-cycle recruiting process for multiple roles simultaneously while
• maintaining high-quality standards in candidate assessment and selection.
• Collaborated with hiring managers to determine job requirements and understand
• departmental needs.
• Evaluated resumes, interviewed, and presented qualified candidates to hiring managers
• and solicited feedback to refine recruiting strategy.

Apr 2020 – Mar 2021 · 11 mos

• Supervised and motivated a high-performing team to meet KPIs including AHT (Average Handling Time), CSAT (Customer Satisfaction Score), First Call Resolution (FCR), and Service Level Agreements (SLAs).
• Conducted regular performance appraisals, coaching sessions, and created individual development plans to drive continuous improvement.
• Acted as the primary point of contact for client communications, delivering service excellence and maintaining long-term relationships.
• Conducted client review meetings, shared performance dashboards, and implemented action plans to meet evolving client expectations.
• Collaborated with internal recruitment and HR teams for workforce forecasting, resource allocation, and talent acquisition.
• Participated in interviewing, onboarding, and training, ensuring new hires aligned with process and quality standards.
• Oversaw daily operations, ensuring adherence to standard operating procedures (SOPs), compliance protocols, and service delivery frameworks.
• Led process improvement initiatives to streamline workflows, reduce errors, and enhance customer experience.
• Identified skill gaps and facilitated on-the-job training (OJT), product refreshers, and soft skills development in coordination with L&D teams.
• Worked closely with Quality Assurance (QA) teams to conduct calibration sessions, track error trends, and maintain compliance standards.
• Generated and analyzed daily/weekly/monthly MIS reports, highlighting trends in productivity, quality, and absenteeism.
• Utilized tools like Excel, CRM systems, and ticketing platforms to monitor and optimize team performance.
• Managed shift scheduling, leaves, and team attendance, ensuring roster adherence and floor coverage.
• Fostered a positive work environment through employee engagement initiatives, recognition programs, and grievance resolution.

Dec 2019 – Apr 2020 · 4 mos

• Maintained customer records by updating account information and processed customer adjustments
• Resolved product or service problems by clarifying customer complaints and determining the cause of the problem.

Jan 2019 – Dec 2019 · 11 mos · India

• Achieved staffing objectives by recruiting and evaluating job candidates for various technical positions
• Established recruiting requirements by studying organization plans and objectives and meeting with managers to discuss needs.