From 16th May 2019 to 30th Sep 2020 work as anexecutive for (Voice and Email Process).Successfully resolved a highly escalated issue ofRefund delay cases, winning a smile from thecustomer and no loss to company.Resolve difficult issues for both, customers andjunior staff- From 01st Oct 2020 to till now working as a TeamLeader and handling inbound / outbound queries forAirline and Hotel process.Manage a team of 20 customer servicerepresentatives, providing guidance, supportand coaching to drive performance and achievetargets.Achieved customer service excellence andestablished an employee-focused culture bytraining, mentoring, and setting objectives forcustomer service staff and providing timelyfeedback on the quality of service andproductivity metrics.Tracked and analyzed customer service data,resulting in the identification of key areas forimprovement.