As the Contact Center Operations Manager at Kinerk Direct Marketing Solutions Pvt Ltd. (KDMS), they oversee the customer service operations for Gardens Alive, a leading online retailer of gardening products. They have more than 19 years of experience in the contact center industry, and have demonstrated their core competencies in leadership communications, active listening, and Salesforce Lightning.They hold a master's degree in English language and literature, and have acquired certifications in empathy, interpersonal communication, and legendary customer service from LinkedIn. They are passionate about empowering their team of customer service representatives to deliver high-quality service and satisfaction to the customers. They align their values and goals with Gardens Alive's mission of providing environmentally friendly and organic solutions for home gardeners. They bring diverse perspectives and experiences to the contact center, and foster a culture of collaboration, respect, and innovation.