- Supervised and mentored a team of customer support agents, fostering a collaborative and high-performance culture.- Managed key client relationships, ensuring their needs were met and their expectations exceeded.- Conducted regular performance reviews, provided feedbacks, and facilitated professional development for team members.- Analyzed client success metrics, prepared regular reports, and identified areas of improvement.- Oversee the client onboarding process, ensuring a… Show more - Supervised and mentored a team of customer support agents, fostering a collaborative and high-performance culture.- Managed key client relationships, ensuring their needs were met and their expectations exceeded.- Conducted regular performance reviews, provided feedbacks, and facilitated professional development for team members.- Analyzed client success metrics, prepared regular reports, and identified areas of improvement.- Oversee the client onboarding process, ensuring a smooth transition, and quick time-to-value for new clients. Designed a comprehensive training program.- Collaborated with the international team’s Team Leaders to ensure exceptional performance delivery throughout the day.- Managed the agents’ roster meticulously to ensure daily coverage without any gaps, maintaining seamless support operations.- Conducted 1:1 sessions with support agents to track their performance delivery and provide personalized coaching and feedback. Show less

● Demonstrated exceptional emotional intelligence by maintaining a CSAT rating above 98%, resulting in heightened customer loyalty and driving repeat business● Consistently meet the KPI with an average EQA score of 9.9/10● Managed peak season workload of 110 e-commerce tickets daily● Won Star of The Month award in January 2022 for outstanding performance and exponential growth with glasses/eyewear client● Trained a team of new CSA to ensure high-quality customer… Show more ● Demonstrated exceptional emotional intelligence by maintaining a CSAT rating above 98%, resulting in heightened customer loyalty and driving repeat business● Consistently meet the KPI with an average EQA score of 9.9/10● Managed peak season workload of 110 e-commerce tickets daily● Won Star of The Month award in January 2022 for outstanding performance and exponential growth with glasses/eyewear client● Trained a team of new CSA to ensure high-quality customer support● Collaborated with cross-functional teams as a trainer and scorer on biweekly role-play tests for new Voice Support Agent recruitments● Trusted as second in charge to co-lead and manage the team● Participated as writer and contributor in the making of client’s training documents and position spesific learning material Show less

● Conducted market research to identify new business opportunities● Developed a business plan and raised initial capital from investors to launch the business● Developed and implemented a business continuity plan that ensured business operations continued seamlessly in the event of a crisis● Wrote and presented compelling proposals that resulted in more business relations and investment● Managed the team to ensure high sales during events, resulting in big profits and a positive… Show more ● Conducted market research to identify new business opportunities● Developed a business plan and raised initial capital from investors to launch the business● Developed and implemented a business continuity plan that ensured business operations continued seamlessly in the event of a crisis● Wrote and presented compelling proposals that resulted in more business relations and investment● Managed the team to ensure high sales during events, resulting in big profits and a positive brand image● Built strong relationships with key customers and stakeholders, resulting in repeat business and referrals Show less