● Set and monitored KPIs to drive team performance, motivating and coaching team members to achieve our goals and continuously improve.● Developed new strategies to continue improving operational standards and procedures while keeping our client’s needs met and drive client satisfaction.● Analyzed data to identify trends and potential issues within ticket and chat queues, proactively addressing issues to prevent SLA breaches / Developed and implemented queue management strategies to minimize wait times and reduce customer churn.● Implemented a robust feedback system, including regular 1:1s, daily meetings, trainings, and presentations, to keep employees informed and engaged. Coached based on employee weakness through detailed RCAs.● Provided change management leadership to guide and support employees through project transitions and process improvements.● Maintained up-to-date knowledge of project-related information, new technologies, and tools, sharing relevant insights with clients, team members, and project stakeholders.● Collaborated with cross-functional teams from all locations across the world, including HR, Payroll, Traffic Control, IT, Engagement, and others, to ensure seamless project execution and delivery.

● Assisted customers utilizing specialized knowledge and expertise to handle complex cases that require a deeper understanding of procedures and tools, or that require additional investigation to make informed judgment calls.● Served as a subject matter expert on complex e-commerce cases, providing guidance and support to other team members. Leveraged in-depth knowledge of GDPR, LGPD, CCPA, and similar regulations and safety protocols to ensure compliance.● Developed and implemented comprehensive training programs for team members, focusing on systems/tools, soft skills, and channel-specific skills to improve performance.● Provided ongoing support and coaching to new team members, including shadowing and feedback sessions to help them develop the skills they need to succeed.● Conducted quality control reviews and provided detailed notes and feedback to team members, identifying areas for improvement, and helping them to achieve their performance goals.