Roles & Responsibilities• Managing customer escalations and resolving issues for them• Creating & implementing customized action plans for Customer Care Professionals as per their learning curve• Participated in Call Calibrations to drive consistent performance across all metrics• Driving key Customer Goals and Shareholder Metrics• Coach new customer care professionals and assisting them to resolve their problems.• Consistently achieved productivity, schedule adherence and quality targets.Key Achievements• Awarded Customer Service Award in 2019 - Annual Award based on exemplary performance and demonstration of Customer Service Skills. This is also based on consistent overall performance and customer feedback.• Awarded Ambassador of Q3 2017 - For achieving highest overall performance rating in terms of quality and customer feedback for a quarter• Part of Club 80’s - Club of consistent performers who achieved their overall performance % above 80%• Awarded Moments of Magic – This award was based purely on customer testimonials and feedback.Training & Certifications• Advanced Excel• Customer Service Skills – Empathy, Call Handling, Managing irate customers, etc.• Accent Neutralization and Communication skills• Leadership Skills – Team Management & Coaching, Personal Accountability