• Product Development and Strategy: Led cross-functional teams to conceptualize, develop, and launch digitized products aligned with customer needs and market demands. Successfully defined product roadmaps and strategies to drive revenue growth and market penetration.• Digital Transformation Initiatives: Orchestrated and executed digital transformation initiatives, guiding organizations through the adoption of innovative technologies and digital platforms to enhance operational efficiency and customer experience.• Data-Driven Decision Making: Leveraged data analytics and customer insights to inform product enhancements, identify pain points, and prioritize feature developments that resonated with target audiences.• Compliance and Security: Ensured compliance with data privacy regulations and implemented robust security measures to protect sensitive customer information.• Innovation and Ideation: Encouraged a culture of innovation within teams, fostering ideation sessions and hackathons to generate creative solutions and drive product differentiation.

• User-Centric Design: Championed a user-centric approach in product development, collaborating closely with design and development teams to create intuitive and seamless digital experiences that garnered high user satisfaction.• Market Research and Analysis: Conducted comprehensive market research and competitive analysis to identify opportunities for digitization, resulting in the identification of emerging trends and untapped market segments.• Performance Metrics and KPIs: Established and tracked key performance indicators (KPIs) to measure the success of digitized products, facilitating continuous improvement and data-driven decision-making.• Compliance and Security: Ensured compliance with data privacy regulations and implemented robust security measures to protect sensitive customer information.• Customer Success: Pioneered customer success initiatives, collaborating with customer support teams to enhance post-launch support and customer retention.

• Led and supervised a team of 40 customer service representatives in a fast-paced BPO environment.• Developed and implemented strategies to meet or exceed performance targets, resulting in increase in team productivity.• Conducted regular performance evaluations, provided feedback, and identified training needs to improve team members' skills and enhance overall performance.• Successfully managed client communication, addressing inquiries, resolving issues, and maintaining a positive client relationship.• Ensured adherence to quality standards and processes, resulting in improvement in customer satisfaction scores.• Implemented process improvements that streamlined workflows, leading to reduction in operational costs.• Coordinated with cross-functional teams to resolve escalated issues and deliver solutions within strict timelines.• Prepared and presented regular reports on team performance, key performance indicators (KPIs), and operational metrics to senior management.

• Assisted the Team Manager in day-to-day operations, supporting a team of 18 customer service representatives.• Conducted training sessions for new team members to ensure a smooth onboarding process.• Monitored team performance, providing constructive feedback and coaching to improve individual and team outcomes.• Collaborated with the Team Manager to develop action plans to address performance gaps and achieve targets.• Assisted in client communication, handling inquiries and resolving issues to maintain strong client relationships.

• Served as the first point of contact for international clients, providing exceptional customer service in a semi-technical BPO environment.• Handled inbound inquiries, technical support requests, and issue escalations from customers via phone, email, or chat channels.• Demonstrated expert knowledge in semi-technical processes, products, and services to effectively address customer queries and concerns.• Utilized a customer-centric approach to actively listen to clients, empathize with their needs, and offer tailored solutions to resolve issues promptly.• Troubleshot and diagnosed technical problems, providing step-by-step guidance to customers and ensuring successful issue resolution. Met and exceeded performance metrics, including average handling time (AHT), first call resolution (FCR), customer satisfaction (CSAT), and other key performance indicators (KPIs).• Proactively identified opportunities to improve processes, sharing feedback with team leaders and contributing to continuous improvement initiatives.• Assisted in training new frontline agents, sharing knowledge and best practices to support their onboarding and development.• Stayed up-to-date with product and service updates, industry trends, and technological advancements in semi-technical fields to enhance expertise and better serve customers.• Collaborated with cross-functional teams, including technical experts and supervisors, to address customer concerns that required additional support or investigation.• Participated in regular team meetings and training sessions to enhance product knowledge, soft skills, and customer service techniques.• Adhered to data security and confidentiality protocols when handling sensitive customer information.