- Focus on delivering exceptional customer experiences and driving growth.- Build and maintain client relationships, ensuring effective communication and conflict resolution.- Provide guidance and support to new coaches.- Collaborated with internal and vendor teams to develop the company's proprietary app.- Contributed to the design and enhancement of app features.- Achieved high Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

- Coached 18 FTE's directly to improve job performance.- Managed performance reviews, emphasizing employee experience to reduce attrition.- Successfully implemented policy changes within the team.- Mentored and provided operational support to new Team Leaders.- Conducted Root Cause Analysis (RCA) for client escalations.- Led and executed a pilot sub-project within 3 months.- Sharing Feedbacks and Ideas to Client on Process and Policy improvements

- Managed team performance for 15 FTE's for priority desk, focusing on customer experience and first-call resolution.- Conducted Root Cause Analysis (RCA) for escalations, first call resolution - FRS- Assisted newly joined Team Leaders in their roles.- Worked on improving Net Promoter Score (NPS) and customer retention.- Collaborated with cross-functional teams to streamline processes.- Managed a project of developing a tool which helped consolidate multiple policies owned by a particular client. Previously, multiple tools were needed to access multiple products.

- Managed the banking collections line of business along with client servicing/ customer success, ensuring maximum billing revenue.- Team leader for 25+FTE's, managed CSAT.- Monitored processes and provided feedback to enhance agent performance.- Conducted agent training on compliance, products, and services.- Negotiated with clients and third-party monitoring agencies on compliance penalties.- Transitioned teams successfully to new campaigns and processes.- Managed collections and client liaison, ensuring maximum billing revenue.- Keeping track of revenue growth so as to maintain the ARR as per the defined AOP target.- Providing smooth transition to the Client from a man-lead environment to an automated system by providing necessary data points and inputs on how to build the system. - Smooth transition of team to another line-of-business with the same client within 30 days.