Key Skills and Expertise:✓ Customer Care Management: I have successfully managed customer care operations, overseeing a team of advocates and ensuring seamless delivery of services while maintaining high customer satisfaction levels.✓ Coaching and Mentoring: I excel in providing personalized coaching and mentoring to frontline advocates, focusing on enhancing their communication, problem-solving, and conflict resolution skills.✓ Performance Optimization: I continuously… Show more Key Skills and Expertise:✓ Customer Care Management: I have successfully managed customer care operations, overseeing a team of advocates and ensuring seamless delivery of services while maintaining high customer satisfaction levels.✓ Coaching and Mentoring: I excel in providing personalized coaching and mentoring to frontline advocates, focusing on enhancing their communication, problem-solving, and conflict resolution skills.✓ Performance Optimization: I continuously analyze performance metrics, identify areas for improvement, and implement strategies to optimize customer care operations, resulting in increased efficiency and productivity.✓ Training and Development: I am experienced in designing and delivering training programs to equip advocates with the necessary knowledge and skills to handle customer inquiries and provide exceptional service.✓ Cross-functional Collaboration: I foster strong working relationships with cross-functional teams, including quality assurance, operations, and training, to ensure alignment and drive continuous improvement initiatives. Show less

Efficient handling of escalations from both client and customer perspectives.Maintained regular interaction with clients to confirm the satisfaction of their needs.Provided administrative support, encompassing tasks such as managing phone calls, responding to emails, and preparing correspondence.

Analyzing activities to ensure resources are used efficiently. Taking a technical concept from Technical advisors and guiding team to make it easier to understand and help customer.Collaborated with Tier-3 teams during triage and operational meetings to elevate technical and customer experiences.