1) Leadership & Team Management: Spearhead a high-performing team, focusing on enhancing productivity, engagement, and morale.2) Performance Metrics Optimization: Successfully manage and improve key metrics, including ACHT (Average Call Handling Time), Repeat Score, C-Sat (Customer Satisfaction), and Quality Score, ensuring consistent delivery of top-notch performance.3) Retention & Quality Assurance: Strategically reduce Shrinkage and Attrition through proactive initiatives, fostering a stable and motivated workforce.4) Continuous Improvement: Drive operational excellence by implementing best practices and continuous monitoring of performance standards.

• Led a team of remote operations associates at Startek, ensuring seamless workflow and productivity in a work from home environment.• Managed performance and provided guidance to team members to achieve operational goals effectively.

• Developed & implemented process training for new hires, focusing on customer service skills.• Organized and facilitated role-playing exercises to demonstrate proper procedure execution.• Coached individuals on how best to apply learner concept within their specific roles.