• Supervise and mentor teams over 16 call center agents, providing guidance, training, and performance feedback to ensure high-quality customer interactions.• Implement and monitor KPIs such as Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Score (CSAT) to drive performance improvements.• Administer bi-weekly payroll and show rate, ensuring accurate and timely processing of wages, bonuses, and deductions.• Develop and execute process improvements and SMART actions plans that increased performance efficiency. • Conduct regular team meetings, side by side sessions and one-on-one coaching’s to address performance issues and recognize achievements.• Handle escalated customer issues and resolve complex problems to ensure high customer satisfaction and retention.• Collaborate with upper management to develop and refine call center strategies and operational plans.

• Monitored and assessed call center interactions to ensure adherence to quality standards, compliance, and customer service excellence.• Analyzed performance data and customer feedback to identify key areas for improvement and recommend actionable strategies.• Assisted in developing quality guidelines and best practices to enhance service delivery and agent performance.• Coordinated with supervisors and managers to address performance issues and implement corrective actions.

• Provided exceptional customer service by addressing inquiries, resolving issues, and processing transactions in a timely manner.• Achieved excellent customer satisfaction rating and consistently met or exceeded performance targets.• Utilized CRM systems to track and manage customer interactions, ensuring accurate and up-to-date records.

Give information about products and services Place an cancel orders, process returns. Perform sells.Inform customers of deals and promotions. Handle complaints, providing appropriate solutions and alternatives.

Trip advisor especialist, Allied Global.Serve a variety of travel needs. From booking international destinations to helping with a cross-town car rental. Dealing and solving customers queries and complains.