Naina Thapa

Roles & Responsibility

As a Floor Support in Customer Service, my primary responsibility was to ensure smooth operations and high-quality customer interactions. I guided agents during live calls, provided real-time support for escalations, and helped troubleshoot complex queries. I monitored key performance indicators such as AHT, CSAT, and escalation rate, offering coaching and feedback to improve team performance. I also contributed to process optimization by identifying gaps and suggesting workflow improvements. My role required strong communication skills, empathy, and the ability to stay calm under pressure—ensuring both customer satisfaction and agent confidence.