• Co-developed and implemented procedures to ensure a consistent and high-quality customer experience, while effectively managing and leading the customer support team.
• Implemented strategic initiatives to improve customer satisfaction, resulting in a significant increase in Net Promoter Score (NPS) from -64 to +50 and CES from in one month.
• Experienced in hiring and training agents to excel in their roles.
• Led and motivated a team of 9 direct associates and 7 indirect associates, providing guidance, coaching, and mentorship to ensure team cohesion, individual development, and job satisfaction.
• Coordinated ticket assignments, conducted regular performance evaluations, set KPI’s, provided constructive feedback, and identified opportunities for training and process improvement.
• Utilized Salesforce and Power-BI to generate team performance reports; with this I managed the team using concrete data points enabling informed decision-making.
• As the team leader I am responsible for overall quality, performance monitoring, reporting, and analysis within the department, I drive a continuous focus on improving Right First-Time delivery to enhance client satisfaction.
• I was responsible for setting Key Performance Indicators (KPIs), Annual performance appraisals, reviewing their achievements, collaborating with HR to conduct compensation reviews, linking performance to salary and bonuses.
• Conducted quarterly check-in sessions with subordinates to review progress, discuss challenges, address their professional development needs, and provide coaching for career development.
• Primary contact for all Enterprise level customer's and regional teams across the Globe.
• I’m Self-motivated and action-driven with the ability to take initiative, execute, and follow-through, while clearly articulating technical and functional information to various audiences, both verbally and in writing.
• I am authentic, open, and lead by example, with the ability to inspire, motivate, and collaborate with cross-functional teams, and possess strong relationship-building skills with both internal and external stakeholders.
