• Daily KPI reports sharing within the team.• Updated customer service standards, methods and procedures to meetcompliance requirements.• Developed and implemented performance improvement strategies and plansto promote continuous improvement.• Daily floor support to maintain the SL of the day.• Improved the sitting plan on the floor to ensure newbie get real time supportwithout any delay.• Drove operational improvements which resulted in improved KPIs.• Quickly learned new skills and applied them to daily tasks, improving efficiencyand productivity.• Eliminated downtime and maximized revenue by providing top project qualitycontrol.• Managed team of 27 employees, overseeing hiring, training, and professionalgrowth of employees.• Managed quality assurance program, including on-site evaluations, internalaudits and customer surveys.• Performed duties in accordance with all applicable standards, policies andregulatory guidelines to promote safe working environment.• Followed quality standards and procedures to minimize errors and maximise customer satisfaction.• Wrote and implemented new rework procedures to standardize processes andstreamline workflow.• Inspected inbound and outbound calls for compliance with established industrystandards, company policies and procedures.• Provided observations, took measurements and performed tests at variousstages according to quality control plan.• Increased customer satisfaction through adherence to all quality standards andcustomer requirements.

• Monitored performance of team members to achieve overall client's targets.• Established excellent customer service ability and strong interpersonal skills withconfident and persuasive approach.• Worked as a team member to provide the highest level of service tocustomers.• Delegated work to employees based on shift requirements, individual strengthsand unique training.• Demonstrated that customers come first by serving them with a sense ofurgency.• Maintained friendly and professional customer interactions.• Used computer databases to keep track of phone calls, confidential notesabout conversations and customer contact information.• Trained and mentored newbies on best practices, communication strategiesand performance standards.• Monitored compliance with processes, policies, procedures and standards inregards to Inbound & Outbound.• Counseled committees and department heads regarding compliance risks and standards.• Implemented improvement initiatives and developed compliance testingprogram to monitor and identify gaps in new and existing practices.

• Supported the definition of processes and policies, business rules andprocedures, and communicate the contexts in which the rules, processes andpolices are applied.• Provided input for the call design and structure to the newbies.• Provide input into and execute user documentation and training material.• Guide other team members on the knowledge articles to ensure the content isaccurate.• Committed to the floor support and participate in the client workshops.• Proactively participated and engaged during the workshops.• Validate the requirements and deliverables