Sofia M Email & Phone Number

Bengaluru, Karnataka, India

•Managed and mentored a team of 15 associates, monitoring their performance and providing feedback based on their KPIs.•Collaborated with internal and external stakeholder to create Amazon listings aligned with California Air Resources Board (CARB) regulations.•Analyzed team metrics, identified areas of improvement, and recommended solutions to drive team performance. •Ensured day-to-day responsibilities of the team are completed within SLA, ensuring adherence to timelines. •Managed both low and high complexity escalations until resolution.•Conducted detailed analysis and investigation of disputes, providing resolution on the same day.•Performed root cause analysis and provided support to stakeholders in resolving incidents, identifying and addressing the underlying issues.•Proactively monitored and reported violations of rules, regulations, policies, and procedures, ensuring compliance and recommending corrective procedures where necessary. •Received the Ace of Spades award, recognizing outstanding performance and for being the highest performer in the task.

Bengaluru, Karnataka, India

Researched and identified potential clients, markets, and business opportunities to generate new leads and expanded customer base for organization.Collaborated with channel partners to build pipeline and close deals in IT servicesEngaged in client meetings, presentations, and negotiations to foster business partnershipsEvaluated effectiveness of sales processes, including lead generationCollaborated with cross-functional teams, such as marketing, product development, and operations, to align business development efforts with organizational goals and implemented projects.

Bengaluru, Karnataka, India

Processed claim orders and transactions based on customer's insurance coverageConducted call audits and consistently monitored to provide feedbackTrained and Supported team members to ensure that they understand metrics in order to prevent errors in process.Identified areas for improvement to enhance quality and minimize errors/escalationsIncorporated customer feedback to understand their expectations and requirements

Bengaluru, Karnataka, India

Analyzed and addressed client queries pertaining to VLAN port changes within specified deadlinesGenerated daily, weekly, and monthly governance reports to track and documentresolution provided by associates to clients.Improved quality metrics and parameters tailored for services team by Identifying Key Performance Indicators (KPIs).