- Supported a team of 25 customer service representatives in a high-volume BPO environment, ensuring adherence to performance metrics, SLA, and quality standards. - Provided coaching, training, and performance feedback to team members on their KRI’s Such as 1 star, C-sat, Hygiene metrics and other performance metrics to support their professional development and enhance overall team performance. - Implemented process improvements and workflow optimizations to streamline operations and enhance efficiency. - Conducted regular performance evaluations, audits and implemented corrective action plans as necessary to address performance issues and improve team performance. - Collaborated with operations, quality, and training managers to develop and implement strategies to improve overall customer satisfaction and retention rates.

1. Providing Accurate resolution to customer queries and minimizing error, AHT and Wrap-up time with being complaint with process. 2. Meet performance metrics such as C-sat, 1 star, AHT, CPH ,Agent Error%, Routing%, Compliance scores by delivering high level of customer support. 3. Stay updated on product and process knowledge to provide better customer support and improve performance. 4. Collaborate with teammates , supervisor's & other departments to address customer issues or escalate complex issues. 5. Meet or exceed established SLA's for response time also maintain efficiency & responsiveness while handling dual chats simultaneously.