May 2016 – Jun 2022 · 6 yrs 1 mo · India · On-site

Apr 2013 – Dec 2015 · 2 yrs 8 mos · Delhi Area, India

• Coached, trained, motivated, and mentored a team of 30 agents & 1 floor support
• Resolved escalated issues in an efficient and timely manner
• Addressed all email and voicemail inquires with priorities
• Provided support and training to agents for customer service skills
• Reported daily progress on customer issues to the management
• Review operating procedures and suggest effective changes
• Install reliable call tracking system and monitor calls of agents
• Handled escalations and ensure customer’s issue was resolved to his satisfaction
• Maintaining CSAT and in house Quality score target for the team
• Controlling attrition and shrinkage
• Helped new hires to learn the process and perform as expected
• Report generation to review progress of the team.

May 2011 – May 2012 · 1 yr · Chandigarh Area, India

• Responsible for handling front line Service delivery with 25 Resolution Experts and 1 Team lead.
• Handling complex issues, people management and ensuring best satisfaction.
• Preparing Action Plan for the team and ensuring its successful execution and delivering on KPI's
• Directly responsible for Team Targets and Team Members performance.
• Ensure agents have proper resources, and tools necessary for successful job performance.
• Understand, manage and drive productivity goals.
• Conducting trainings and Coaching and Feedback Sessions
• Process Knowledge – Handled escalation calls.
• Maintaining CSAT targets and in house Quality score target for the team.
• Controlling attrition and shrinkage.

Dec 2006 – Mar 2011 · 4 yrs 3 mos · Chandigarh Area, India

• Coaching and Mentoring new hires
• Auditing and Sharing feedbacks on calls for new hires
• Training new hires on improving Product knowledge and CSAT score
• Generate daily, weekly and monthly reports of agent scores.

May 2005 – Dec 2006 · 1 yr 7 mos · Chandigarh Area, India

• Responsible for assigned sales targets
• Providing floor support to the new hires
• Following up with the Existing clients for better customer experience
• Monitoring and reviewing the performance of the team to ensure targets are met.
• Handling Escalation calls of the process