Drives business metrics (e.g., customer satisfaction, service levels, value enhancement, average handling time, profitability, schedule adherence, etc.).Monitoring customer servicing calls to ensure flawless servicing execution of Relationship Care to drive positive customer experience.Ensuring adequate staffing levels to maintain service levels and employee satisfaction; and recruiting, training and development of Customer Care Professionals.Providing daily coaching to Customer Care Professionals.Manage attrition of team members through engagement and development. Lead and support Employee Satisfaction initiatives.Support Customer satisfaction initiatives which drive improvements to the Customer Experience.Strong partnership with capacity planning and scheduling teams to ensure effective service level management/floor management.Consistently and effectively implement the Performance Management Process as a leadership tool to help employees maximize their performanceInitiate process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance American Express products and services.Responsible for compliance for all processes and policies and developing quality and productivity evaluations.Provides the ability to effectively demonstrate personal accountability in increasing customer satisfaction.Decision making in critical and day to day situations.

Interacts with the team to meet and exceed goals. Set priorities with the team, supervises, coordinates daily activities. In charge of driving direct reports to ahieve set of metrics and business goals thru coaching, mentoring, and providing regular feedback.

• Inbound Sales Rep handling US Telco for new account setups and existing add a line and upgrades. I got promoted to Sales Rep Level 3/Sales Coach for the said period.

• Customer Service Rep handling AMEX Travelers Cheques. I had queues for encashment approval, general inquiry and refunds. I also got promoted to CSR Level 2.