Excellent organizational skills, capable of managing multiple tasks in a fast paced environment.Experience in supervising, training and mentoring new staff to improve service delivery and also contributing to their professional growth and development.Conducted team huddles on daily basis to provide process updates and also take input on daily difficulties faced by agents.Provided reporting for forecast analysis and ad-hoc reporting in support of decision making.Conducted regular reviews of contacts and identified areas of improvement which assisted agents with their performance.Collected, arranged and input information into database system.Maintained database systems to track and analyze operational data.

Worked as blended agent during operational requirement.Handled and resolved customer’s complaints while working in different LOBs i.e. chat, voice, email and back office.Managed chats on dual concurrency.

Team supervision, Reporting, Ad-hoc, Problem Solving, Effective Communication.