• Accountable for optimal utilization and productivity of resources• Develop and rollout initiatives that positively impact operational efficiency• Follow up with customers to identify areas of improvement• End to end management of customer escalations and complaints• Primary point of contact for clients, ensuring effective communication and understanding of their needs• Monitor project progress, identify risks, and implement mitigation strategies to ensure successful… Show more • Accountable for optimal utilization and productivity of resources• Develop and rollout initiatives that positively impact operational efficiency• Follow up with customers to identify areas of improvement• End to end management of customer escalations and complaints• Primary point of contact for clients, ensuring effective communication and understanding of their needs• Monitor project progress, identify risks, and implement mitigation strategies to ensure successful project delivery• Organizing various employee engagement initiatives to foster a positive and collaborative work environment• Implementing team-building workshops to boost morale and team cohesion Show less

• Led and supported team leaders in achieving departmental goals and maintaining a high-performance team culture.• Managed service desks to ensure the consistent delivery of agreed-upon SLAs/KPIs, resulting in improved customer satisfaction and operational efficiency.• Recognized and celebrated team successes daily, while also delivering constructive feedback promptly and professionally to address personal performance-related issues.• Determined FTE requirements and devised resource… Show more • Led and supported team leaders in achieving departmental goals and maintaining a high-performance team culture.• Managed service desks to ensure the consistent delivery of agreed-upon SLAs/KPIs, resulting in improved customer satisfaction and operational efficiency.• Recognized and celebrated team successes daily, while also delivering constructive feedback promptly and professionally to address personal performance-related issues.• Determined FTE requirements and devised resource plans based on forecasted work volumes, optimizing workforce allocation.• Proactively followed up with customers to identify areas for improvement, enhancing service quality and responsiveness.• Managed customer escalations and complaints from initiation to resolution, maintaining a high level of client satisfaction.• Contributed as a valued member of the Employee Engagement team, playing a key role in planning and organizing company events that fostered a positive work environment and team cohesion. Show less

• Managed and supported service desk teams in consistently achieving and exceeding SLAs/KPIs, ensuring exceptional service delivery.• Active participation in problem and change management reviews with the client• Led and facilitated internal, account, and client-facing review meetings, encompassing performance evaluation, service enhancements, quality assurance, and process optimization.• Successfully managed and resolved customer complaints and escalations,

• Created and conducted refreshment and new hire training sessions.• Analyzed and enhanced team efficiency and productivity.• Engaged in floor walking to provide immediate support • Conducted performance reviews for team members.• Managed the onboarding and offboarding processes for agents.• Led knowledge transfer activities to ensure team members had access to critical information.

• Analyzed and resolved technical problems, ensuring efficient operations.• Conducted network, software, and hardware troubleshooting to maintain system functionality.• Managed and granted application accesses to authorized users, ensuring data security.

• Provided career and education counseling to individuals seeking guidance.• Organized language and IT courses, facilitating skill development and learning opportunities.

• Evaluated and sustained marketing strategies • Managed budgets for marketing campaigns, optimizing resource allocation.• Handled social media plaforms• Event planning

• Proficient in office administration and procedures• Planned and coordinated in-house and off-site activities, including celebrations and conferences, fostering a positive work environment and team engagement.

• Edited and reported news stories• Hosted TV shows