Performance Management• Monitors and tracks daily, weekly, and monthly performance metrics to ensure operational excellence.• Proactively identifies performance gaps and implements strategies to address them.• Prepares and shares comprehensive reports on performance trends, including areas for improvement such as error rates, average handling time (AHT), and attendance tracking.Policy Adherence• Maintains a thorough understanding of company policies and guidelines, ensuring strict adherence to minimize errors.• Implements new processes and ensures visibility by maintaining detailed documentation, including screenshots of activities stored in accessible formats such as Google Drive.Team Leadership and Development• Fosters a collaborative team culture, emphasizing mutual support and teamwork.• Provides guidance and mentorship to new team members, facilitating their understanding of processes and procedures.• Conducts refresher training sessions on updated policies and best practices.• Actively supports team members in navigating challenges, ensuring continuous performance improvement.Team Coordination and Evaluation• Effectively coordinates team activities and resources to achieve optimal results.• Conducts regular performance evaluations, delivering constructive feedback and identifying opportunities for growth.• Communicates daily updates, performance insights, and strategic improvements to the team via email and other communication channels.Additional Contributions• Skilled in using Google Suite products (Docs, Sheets, Slides, and Drive) to manage tasks, create reports, and deliver presentations.• Proficient in preparing PowerPoint presentations to effectively communicate updates and initiatives.• Actively participates in team-building activities, such as Fun Fridays and other engagement programs, fostering a positive work environment.• Maintains a typing speed of 35+ words per minute, ensuring timely and efficient task completion.

Performed production operations on a CRM tool.Managed Google global digital operations for various markets.Achieved all KPIs as per SLAs.Conducted weekly refresher training sessions for the team.