Managing and coaching a team of 20+ CX Specialists working in the Walmart US Voice program. The primary objective was to ensure product alignment, measure and hit team KPI goals (CSAT + AHT), providing both real-time feedback on detractors and scheduled 1-1 coaching sessions. Although not part of my role on paper, I enjoyed resolving supervisor escalations contacts often. The role demands quick thinking, delegation and a razor sharp focus on multiple moving parts for voice operations to run smoothly.

Corporate Trainer - Operations (SquareTrade)Impact:-Worked with SquareTrade and Ibex leadership to develop and implement training for their L2 Tech Support pilot which successfully plugged a large revenue leak and became part of the extended warranty product.-Identified and resolved pain points for new hires in their incubation period, consequently raising their QA scores-Collaborated between on-shore and site leadership, especially team managers to ensure alignment in process implementation across sites-Point of contact for the knowledge base in PK, consequently consulted for resolving exceptional casesResponsibilities:-Conduct new hire training-Conceptualize and implement training activities-Conduct training on process changes affecting specialist and supervisor workflows-Identify and resolve pain points relating to CX and specialist workflows-Collaborate with on-shore counterparts on the scope and implementation of pilot projects-Collaborate with the knowledge base team on creating and revising articles/guides-Collaborate with QA, IT, Admin, HR and WFM to manage new CX specialists and training sessions-Collaborate with QA and L&D leadership in devising training and messaging strategies that homogenize and improve CX across all sites-Generate credentials, gather data and make daily, weekly and monthly reports on new hire training-Co-owned the content of the new hire training manual and was responsible for vetting its content, integrating messaging, process and policy changes

CX Specialist - SquareTradeImpact:-Learned and contributed to the knowledge base -Became a celebrated specialist with an exemplary performance record-Joined eSupport, specialists responsible for corresponding between customers, channel partners, repair depots and managing online claims-Updated and created new templates to speed up the team's workflow-Identified and help correct a glitch that would incorrectly penalize the teamResponsibilities:-Resolving claims and inquiries for customers who called and or sent email-Resolving tickets generated via SquareTrade's website/mobile application-Corresponding between channel partners, vendors and customers, simultaneously; these cases would often require conflict resolution and deescalation