• Implemented process improvements that reduced the backlog of stalled reports by 30% within six months.• Prepared stalled and blocked reports on a daily basis which would be sent to the clients on shore.• Led weekly calls with the client to discuss the reports and gather feedback.• Audited predetermined number of calls, emails for all team members.• Assisted in training new hires and mentoring junior team members to ensure adherence to quality standards and best practices.• Acted as the primary point of contact for customer inquiries and escalations related to procurement processes.•​​ Conducted regular training sessions to update team members on product knowledge, customer service techniques, and company policies.• Collate team members monthly feedback data.• Maintain personal productivity by resolving target tickets per day.• Discussed customer satisfaction scores & trends with respective team members.