Key Result Area- Directed operations for UK-based utilities company, supervising energybilling and management.- Prepared Business Reviews, glide path, RCA, and Action Plan for processimprovement.- Controlled shrinkage, queue management, and attrition to optimizeoperational efficiency.- Achieved high client satisfaction by consistently delivering on KPIs andcomplying with industry regulations.

International chat and email processKey Result Area- Managed international customer support for clients based in US/Canadaas an Assistant Customer Care Manager.- Prepared Business Reviews and RCA action plans to enhanceoperational efficiency.- Conducted daily leadership meetings and developed learning plans forleaders to foster continuous improvement.- Facilitated weekly reviews and one-on-one sessions to ensure strongteam engagement and cultivate leadership connections..

2017 - 2019Assistant Manager Customer SupportTeleperformanceKey Result Area- Supervised a team responsible for voice, chat, and outboundcommunications for a technical support operation.- Conducted daily huddles, team meetings, and provided regular coachingfeedback to ensure team productivity and cohesiveness.- Implemented strategies to drive employee learning and development toenhance performance.- Managed queue, provided real-time support on queries, and effectivelycontrolled shrinkage and attrition.- Generated daily reports on outbound call output and product deliverystatus to monitor and optimize performance metrics.2017 - 2017Quality AnalystTeleperformance (TP)Key Result Area- Conducted call quality checks to ensure high standards of customerservice.- Provided feedback and coaching to agents to improve call quality.- Led root cause analysis (RCA) to address dissatisfied customers anddeveloped action plans to reduce agent errors.- Implemented post-shift briefings to communicate regular updates andprovide consolidated feedback on previous day errors.2015-2016Technical Support ExecutiveTeleperformance (TP)Key Result Area- Address technical queries and provide timely and effective resolutions.- Oversee Key Performance Indicators (KPIs) to ensure delivery of optimalcustomer satisfaction and call quality.