• Responsible for managing workflow and analyzing workforce efficiency for 19 employees in customer service.• Responsible for daily, weekly, and monthly reporting of work input and output volumes across individual staff members and workgroups as well as identifying areas for improvement.• Analyze service level agreements and provided the most efficient strategies to management on how to resolve issues.• Proactively handling disputes and escalations (from customers and… Show more • Responsible for managing workflow and analyzing workforce efficiency for 19 employees in customer service.• Responsible for daily, weekly, and monthly reporting of work input and output volumes across individual staff members and workgroups as well as identifying areas for improvement.• Analyze service level agreements and provided the most efficient strategies to management on how to resolve issues.• Proactively handling disputes and escalations (from customers and staff).• Leading and motivating a team of staff to ensure they’re giving the best customer service possible.• Actively indentifying areas of improvement within process so that cost can be saved and revenue increased. • Deal swiftly with ambiguous situations which impact the business and perform a strong Customer management with a CUSTOMER FIRST policy.• Maintains Dashboard and publish weekly, monthly and quarterly reports & MIS. Show less

• Conducted social compliance audits in India by coordinating with factory owners and company’s clients in USA, UK and China• Handled travel and accommodation for auditors and higher management• Published weekly reports & MIS and comparative reports for travel and accommodation

• BSE (BRU Department) – Handled travel accommodation and reimbursement of employees and higher management• BSE (EVP’s Office) – Handled travel and accommodation and reimbursement of higher management and also billing of vendors through EP3 software• Operation Executive (Underwriting support) – Handled cancellations, Quality check, additional info and counter info of insurance cases and responsible for publishing weekly MIS