Overseeing a team of 51, enhancing daily performance.Transitioned new line of business projects with a 100% success rate.Engaged in CRM enhancement and project automation to improve productivity and uphold project credibility.Recommended and improved daily reports for clearer daily achievements.

• Managed the team of 19 in 3 locations (Bangalore, Mumbai, and Pune), ranging from agents to SME’s, overseeing hiring, training, scheduling, and project improvement.• Used to break down problems, evaluate solutions and make decisions, which improved the FTE productivity and cutting cost by 62%.• Used coordination and planning skills to achieve the target before the scheduled week.• Handled day-to-day running of Project tasks, ensuring high levels of productivity and progression from 50% to 98%.• Worked effectively with cross-functional teams to integrate products that elevated customer experience and significantly increase bookings by 30%.

NPS scores Analysis.Check with the customer the reason for dissatisfaction.Establish the error if any and ask the concerned team to fix the same.Coordinated API Integration - Payback

• Directed and supervised Tier1 & Tier2 team of 46 which engaged in tasks such as Escalation, Refund & Cancellation, Amendment, ADM's & LCC booking.• Minimized resource and time losses by addressing employee or production issues directly and implementing timely solutions, to improvise the AHT by 10%.• Continuously checked agent productivity for quality assurance according to strict guidelines, to reduce the D-SAT by 25%.• Evaluated employee skills and knowledge regularly, providing hands-on training and mentoring to individuals with lagging skills, to improve QA score by 89%.• Coached and Mentored BQ agents on soft skills to improve the CE score by 85%.• Established open and professional relationships with team members which helped resolve issues and conflicts quickly.

• Responded to customer requests for products, services, and company information.• Provided exceptional customer services with greeting and acknowledging all customers in a friendly, professional manner, to achieve a QA score of 85%.• Improved customer satisfaction ratings from 65% to 90%, by addressing issues and fostering timely resolution.