Team Leader at Infosys BPM (2022-03 – Present)
- Lead a team of 20+ agents to achieve and exceed KPI targets.
- Conduct regular coaching sessions to improve team performance.
- Manage attendance, escalations, and SLA adherence.
- Present in client meetings and business reviews.
- Drive engagement through team huddles and motivational initiatives.
Trainer Assistant / Subject Matter Expert at Infosys BPM (2022-03 – Present)
- Delivered onboarding and training for new hires.
- Supported transition to production roles.
- Delivered refresher and cross-skilling training.
- Monitored trainee performance and KPIs.
Technical Support Agent at Infosys BPM (2022-03 – Present)
- Resolved customer issues at first point of contact.
- Acted as team point of contact in absence of leadership.
- Delivered high customer satisfaction and upsold services.
Bar Staff Member at Living Room (2019-01 – 2020-12)
- Setting up the bar: Stocking clean glassware, polishing surfaces, and cutting fruit garnishes.
- Inventory checks: Counting bottle displays, checking keg levels, and restocking fridges.
- Taking orders: Greeting customers warmly, listening carefully in loud environments, and managing orders from multiple guests at once.
- Pouring drinks: Operating draft beer taps perfectly, measuring spirits accurately, and mixing standard cocktails or soft drinks.
- Processing payments: Handling cash, operating contactless card machines, splitting bills, and returning exact change.
- Glass washing: Loading, operating, and emptying industrial glass washer, then air-drying and stacking glassware safely.
- Maintaining safety: Checking customer IDs, monitoring intoxication levels, and politely refusing service when necessary to uphold local licensing laws.
Retail Assistant at Dunnes Stores (2014-01 – 2022-12)
- Delivered excellent customer service in a fast-paced environment.
- Managed stock control and ordering.
- Maintained health and safety standards.
