• Oversaw daily operations of the call center to ensure optimal performance and efficiency.• Developed and maintained reports on key performance indicators (KPIs) to track operational effectiveness.• Served as a subject matter expert and point of escalation for complex customer issues, providing guidance to agents when needed.• Oversaw recruitment efforts for new hires, ensuring proper onboarding procedures were followed for seamless integration into the team.• Reduced average handle time with targeted coaching sessions, improving overall call center efficiency.• Conducted regular performance reviews, identifying areas of opportunity for agents'' professional development.

Oversee and ensure that desired customer delight by providing satisfactory response to customer interaction.Evolve and improve more effective work process for improving customer interactions.Receive and resolve customers escalated calls and work on the issue by interacting with the client and escalate the customer issue.Track, follow up and ensure closure of complaints in timely manner

During that period worked at procurement and contracts department and was trained to do:• Reviewed quotes from contractors to obtain best pricing and service for organization.• Prepared contractings reports and disseminated to upper management.• Collaborated with materials purchasing specialists to meet production requirements and quality standards.• Controlled digital access, used confidential waste bins and shredders, and locked document storage cabinets to protect confidential files, reports and fiscal data.• Updated and maintained database of existing and potential vendors in Oracle system.• Inputted new information into company's database using Oracle system and SharePoint, verifying accuracy and integrity of data prior to uploading.

• Identified prospect needs and developed appropriate responses along with information on suitable products and services.• Edited technical and financial proposals to meet customer needs.• Collaborated with vendor representatives and company customers to set up optimal delivery schedules.• Directed incoming calls to internal personnel and departments, routing to best-qualified department.