My role in this company is to lead the team, manage and meeting the target set by the Managers and the Clients.Other KRA's in the Organization:-1) Maintaining of Reports of the agents & hierarchy (Daily/Weekly/Monthly).2) Team handling & session over any updates.3) Feedback and Training4) Vertical Cap Management.5) CRM management / Mapping & Sequence.6) Meeting the daily and monthly targets.7) Motivating the team.8) Monitoring the work of individual representatives and of the team.9) Conducting quality assurance surveys with customers and providing feedback to the staff.10) Maintaining a pleasant working environment for the team.

Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiencyIdentify and address customer needs with a goal of complete satisfactionProvide expert answers to questions about products, pricing, and availability, while presenting the value of our portfolio of products to customersMeet customer service department sales targets, generating sales leads when opportunities ariseFollow company communications guidelines and procedures under minimal supervisionRecommend improvements to processes for improved company efficiency

Communicated with customers to ensure product understanding, answer questions, and facilitate conflict resolution.•Achieved “Employee of the Month” on 6 occasions throughout the two-year period