⭐ Manage multiple BPO teams of 115-186 FTEs, consistently surpassing performance targets, leading to a 50% increase in Customer Effort Score (CES) within 6 months and outperforming internal teams for 12 consecutive months.⭐ Lead initiatives to boost operational efficiency by 20% and reduce resolution time, enhancing customer satisfaction and retention.⭐ Create and maintain the BILL Tone and Language Guideline for Service Delivery Agents across all four outsource sites and internal teams, driving a 10% improvement in CES through consistent communication standards.⭐ Implemented AI solutions into agent’s workflows, achieving a 43% decrease in Average Handle Time (AHT) and a 90% reduction in After Call Work (ACW).⭐ Developed new Job Profiles and Job Description standards for outsourcing partners, significantly decreasing attrition by 62%.⭐ Foster strong BPO partnerships through transparent communication, resulting in a record-high CES of 4.5 in FY24Q3, which continues to be maintained at this level to the present day.⭐ Utilize data-driven strategies to optimize support operations, increasing resolution solve rate by 8%.⭐ Implement daily performance management practices, ensuring top internal and partner rankings.⭐ Drive KPI tracking and management to improve resolution rates, agent efficiency, and service delivery consistency across multiple support channels.⭐ Develop and refine escalation protocols to enhance issue resolution speed and customer satisfaction.

⭐ Onboarded, trained, and provided continuous support to BPO teams, consistently driving them to exceed a 4.0 Customer Effort Score (CES).⭐ Directed and managed a team of 10-15 support advocates, ensuring the delivery of world-class customer service and consistently elevating customer satisfaction ratings.⭐ Developed and implemented customer service policies and procedures that resulted in a 20% increase in customer satisfaction ratings.⭐ Proactively identified and communicated opportunities for improving the customer experience, recommending process enhancements, product refinements, and training advancements.⭐ Analyzed weekly CES scores, negative ratings, and quality assurance scores to pinpoint areas for improvement and provide actionable feedback to advocates.⭐ Conducted quality assurance audits to ensure compliance with company performance standards, policies, and procedures.⭐ Created and implemented individual career paths for support advocates, fostering their professional growth and development.⭐ Resolved customer complaints and escalated issues, utilizing creative problem-solving techniques.⭐ Managed day-to-day team operations, including team building, agent staffing/scheduling, and reporting.⭐ Conducted performance reviews, set individual goals, and recommended performance recognition.⭐ Monitored chat, phone, and email queues, taking corrective actions as needed to meet SLA targets.⭐ Evaluated agent performance, provided feedback and coaching opportunities, and took corrective actions when necessary.⭐ Delivered on-the-job training, preparing support advocates to respond to customer inquiries and troubleshoot issues.

⭐ Orchestrated payroll administration, overseeing daily punch edits, ensuring associate scheduling compliance, and generating comprehensive payroll reports.⭐ Prioritized an exceptional customer experience by closely monitoring and enhancing the customer satisfaction score.⭐ Directed the routing of all incoming and outgoing phone calls, emails, and packages to appropriate channels.⭐ Executed meticulous compliance checks across departments to ensure a secure and productive work environment.⭐ Led a dedicated team of 10 individuals, providing daily documented feedback and coaching based on keen observations and detailed reports.

⭐ Effectively managed payroll administration, sales forecasting, associate scheduling compliance, and payroll reporting.⭐ Achieved a remarkable increase in the store's customer satisfaction index from 82% to an impressive 98.5% within two years, maintaining customer loyalty by swiftly resolving issues in accordance with company policies.⭐ Ensured adherence to company policies by overseeing cash pick-ups and bank deposits in alignment with established procedures.⭐ Spearheaded comprehensive training and development programs for all associates, enhancing employee performance and improving morale.⭐ Maintained the security of the building by meticulously overseeing entrance/exit control, daily EAS function checks, cash office security, armored carrier pick-ups, and the register area.⭐ Prioritized customer safety through accident prevention measures, accident reporting protocols, and the swift execution of emergency procedures.⭐ Managed store loss prevention efforts by maintaining a strong customer service presence on the sales floor, actively engaging with customers and associates, and heightening awareness of loss prevention practices.⭐ Successfully drove sales and profit by meticulously curating merchandise presentation, ensuring accurate signage, maintaining optimal inventory levels, and guaranteeing product availability.⭐ Conducted thorough analyses of economic trends, reviewed store financial reports, and compared projected financial outcomes with actual results to inform associate scheduling decisions.