o Rapport building with the customer by finalizing difficult issues with professionalism and friendly attitude. o Manage daily communication via email, store intranet & sending daily reports.o Responsible for Weekly Merchandise update for Outlet and weekly pricing updates.o Product management: receiving, price changes, handling damaged products & returns. o Achieving monthly target Utilization of 85%, KPI and Achieve sales goals by assessing current client needs and following a defined selling process with potential buyers.o Ask questions to understand customer requirements and close sales efficiently. o Investigate, solve problems & do corrective actions to maintain high efficiency.

o Manage, lead, train and develop call center staff to extend individual skills and achieve overall objectives.o Handle internal Quality Audits for multiple channels like inbound, outbound, omni channelso Assignee - distribute the work to the agents daily & assist to reduce the queue to maintain the best performance while keeping the highest quality scores.o Coordinate strategic project workflows to enable smooth, timely task delivery and completion.o Conduct meetings with the non-achieving agents to make sure that frequent mistakes are avoided.o Create & modify Knowledge base for the agents & makes recommendation for enhancements.

o Collaborated with CS Managers to ensure all staff are well trained on procedures.o Conducted training & one-on-one sessions with the juniors, & feedback was given. o Ensured all escalated cases were resolved within the SLA.o Rapport building with the customer by finalizing difficult issues with professionalism. o Deliver training sessions related to quality soft skills & company process for met/ non met employees.

o Handle outbound calls and provide customers with products & serviceInformation.o Complete call logs and reports using CRMo Identify, research and resolve customers issues using RTA IT systems.