• Team management• Shift management• Training New joiners in the team• Monitoring SLA’s & KPI’s• Leading performance reviews for Team member• Recommended and implemented changes to existing methods to increase the accuracy, efficiency and responsiveness for the customer and team.• Creating reports & Presentation and delivering to the customer• Recommended and implemented changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.• Resolving escalated customer issues• Recommended and implemented changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department.• Motivating Team to meet goals• Review agents' performance quality assurance to ensure customer satisfaction resulting from improved agent performance.• Worked on creating Knowledge Articles. • Creating SOP’s, SOW’s, Induction Material, Training Material. • Work on Chat Implementation, creating work flow and successful Go-live.• Worked in Chat Automation and successful Go-Live.

Team lead for a pilot batch.

• Was a part of the pilot batch for AP Processor Team.• Was a Team Lead with a team size of 10.• Providing the invoice status to the client and troubleshooting.• Managing & extracting the Excel Report to meet the numbers & SLA.• QA.• Coordinated approval process of all accounts payable invoices.• Researched and resolving billing and invoice problems.

• Was a part of the pilot batch as Subject Matter Expert.• Scheduling interviews & coordinating interview including Executive interviews.• Managing Professional & University Connect Events.• Acting TL for a team size of 15.• Part of Core HR Team with client.• Managing Employee Calls & Emails.• Trained on Compensation & Benefits.• Managing Team & in absence of the leads.• Managing Visual board on the floor.• QA on SLA• QA & QC for agents.• Acting TL.• Process Trainer for New Joiners.

• Managing escalation calls for Credit cards & Loan on cards.