Dec 2021 – Sep 2022 · 9 mos · Hyderabad, Telangana, India

• Managed day to day Operations and performance of the Inhouse customer support team for Relay Operations Center, North America region
• Drove team to achieve process SLAs / metrics - productivity and quality targets within the established timelines.
• Monitored daily process level activities to ensure policies and procedures are being followed.
• Evaluated CRM reports regularly, actioning improvements to achieve impressive results.
• Increased employee productivity by establishing and monitoring customer care performance indicators, service level metrics and goal achievement.
• Proactively identified and solving complex problems impacting operations management and business direction
• Drove customer experience related initiatives.
• Coordinated with cross functional teams like Quality, Training, Workforce Management, Program Management, Product Management, Engineering, Legal, Human resources etc. to ensure maximum optimisation of the operations team.
• Lead daily connects with internal stakeholders on daily performance.
• Responsible for Employee safety and wellness
• Annual appraisal for team members
• Able to handle metrics like - Quality, AHT, CSAT, Utilisation, Shrinkage, Attrition etc.
• Managed a team Ops Leads and specialists and has a span size of 30+ people.

Jul 2019 – Dec 2021 · 2 yrs 5 mos · Hyderabad, Telangana, India

• Managed day to day Operations and performance of the customer support team for Payments Vertical
• Drove team to achieve process SLAs / metrics - productivity and quality targets within the established timelines
• Reported Operational issues and Critical to Business (CTB) delivery issues with the Client & Internal Stakeholders on real time basis
• Monitored daily process level activities to ensure policies and procedures are being followed
• Conducted regular feedback sessions with team members
• Performance appraisals for team members
• Took care of Employee wellness
• Drove process improvement related projects
• Handled metrics like – CSAT, Quality, Attrition, Shrinkage, ACHT etc.

Nov 2018 – Jul 2019 · 8 mos · Noida Area, India

• Owned the partner relationship for outsourced social media process
• Responsible to manage KPIs (Productivity, Quality, FRT, ART etc.)
• Drove the customer experience initiatives in vendors site
• Participated in the hiring of employees
• Inspired teams to achieve or exceed goals through regular motivation and facilitating team-building activities
• Developed open and professional relationships with vendors to facilitate effective issue resolution
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities
• Resolved complex customer enquiries, disputes and complaints
• Closely monitored vendor performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately

Nov 2016 – Apr 2018 · 1 yr 5 mos

• Served as customer service team lead, enforcing company policies, answering co-worker’s questions and training new staff
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets
• Delivered quality service with friendly and professional demeanor
• Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills
• Conducted annual appraisals, spearheading professional development initiatives
• Managed recruitment, including talent pool management, interviewing and onboarding
• Offered constructive feedback to employees in response to quality assurance measures, ensuring consistently exceptional service
• Directed and managed operations of 25 staff in fast-paced environment