15+ years of experience in customer service excellence. I have a proven track record of success in call center operations, training, and people management. My expertise includes:Training Quality & Development: Designing and delivering impactful training programs to improve agent performance and meet service level expectations.Operational Efficiency: Optimizing staffing, occupancy, and handle time to ensure smooth call center operations.Performance Management: Coaching, mentoring, and motivating individuals to achieve their full potential.Employee Engagement: Fostering a positive and productive work environment through various initiatives.Client Relations: Building and maintaining strong relationships with both internal and external clients.Additional Skills:Proficient in Microsoft Suite, Power BI, and Workday.Strong understanding of products, services, sales, financial, banking, risk, and compliance.Ability to bring valuable insights and data-driven solutions to problem-solving.