Achievements:•Increased the Customer Satisfaction Rating from 89% to a sustained +95% over multiple quarters.•Reduced Median First Response Time from over 5 minutes to less than 2 minutes.•Led the expansion of the Enterprise support team from 2 to 11 team members while maintaining an 80% employee retention rate.•Pioneered the establishment of the first-ever call queue for Enterprise clients.•Improved Time to Resolve metric from 1 day to 2 hours.•Developed an internal knowledge base with videos that eliminated need for live training.Key Responsibilities:•Led product, process, and customer service training programs.•Acted as the escalation point for team, resolving issues and managing escalations.•Oversaw the management of customer interaction protocols and continuous process improvement.•Conducted quality assurance assessments and implemented coaching initiatives based on my findings.•Generated reports on various customer service metrics and KPIs.•Managed a multi-channel contact center environment, overseeing agents handling calls, emails, and chats.Team Management:•Mentored and coached team members to enhance performance and achieve targeted metrics.•Conducted regular one-on-one meetings to provide feedback, support, and guidance for professional growth.•Fostered a collaborative and inclusive team culture, encouraging open communication and idea-sharing.•Recognized and rewarded team members for exceptional performance and contributions.•Implemented team-building activities and initiatives to boost morale and cohesion.Additional Responsibilities: •Performance Management: Set performance goals, conducted teammate evaluations, and provided feedback for continuous improvement.•Resource Allocation: Managed team schedules to ensure adequate coverage.•Change Management: Led change initiatives to ensure smooth transitions.•Strategic Planning: Contributed to strategic plans aligning support operations with overall business goals.