• Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.• Mentored team members to enhance professional development and accountability in workplace.• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.• Leading a team of 50 associates• Managing inbound and outbound process• Conducting research to identify potential customers or clients who may be interested in the product or service being offered• Generating leads though outbound activities such as Cold calling, Email Campaigns, Social Media out-reach, Networking events or Trade shows.• Building rapport and establishing relationships with potential customers or clients through effective communication and active listening• Helped with planning schedules and delegating assignments to meet coverage and service demands.• Managing meeting & quarries of government officials• Created employee schedules to align coverage with forecasted demands.• Responsible for highlighting software issues• Managing floor hygiene• Managing Vendors queries• Built strong relationships with customers through positive attitude and attentive response.• Responsible for sending daily reports Booking Dashboard to all stake holders• Managing social media activities of Sewa Mitra Portal on social media platform like Facebook, Twitter & Instagram

• Responsibilities and achievements include working with the clients, Operations and agents closely to ensure that the process quality meets the standards and updates set by the clients• Responsible to represent MBR• Taking care of Quality KPI’s like External/ Internal Quality, TNPS, Audit Coverage• Responsible for maintaining floor Hygiene• Creating a working environment where we can meet all KPI and client expectations• Handling the escalation from clients and timely highlighted any issue if persisting on floor• Developing the other team member to take new role and responsibilities• Highlighting process issues• Auditing supervisor calls / re-auditing QA's calls• Ensuring Briefing to be happen on daily basis• Analyses the team performance and find the root cause (RCA) to achieve the desired targets• Preparing the CRM based analysis reports to share with the clients• Monitor the calls and share the feedback (Coaching) with associates.• Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.