An experienced team leader with a solid background in the customer service industry, bringing 2.5 years as an agent and 6 months as an SME. Skilled at guiding teams and providing expert support, dedicated to fostering collaboration and achieving results. Committed to leveraging hands-on experience to drive team performance and deliver exceptional service.
Responsible for managing a team of 38 agents, overseeing daily attendance, performance scorecards, and attrition rates. Handle escalation calls promptly to resolve critical issues and ensure customer satisfaction. Manage email communications efficiently to maintain workflow and support operational objectives. Foster a productive work environment through effective team leadership and performance monitoring.
