Navya Shree R

Dynamic Customer support Team Manager with overall 4+ years of experience leading high-performing operations, proven track record of improving team productivity by 30% & fostering professional's growth through targets coaching & mentorship. Expert in KPI management, resource optimization & cross functional collaboration to drive strategic growth & maintain superior service standards.

Team Manager at Alorica India Private Limited (2022-02 – Present)

• As a Customer Support Team manager, I monitored & coached a team of 16 agents, resulting in a 30% increase in productivity & internal promotions within a year.
• I was able to monitor & track the Teams Key performance indicators (KPI's), such as Average Handling Time (AHT), First call resolution (FCR) & Customer satisfaction (CSAT).
• I acted as the primary point of contact for complex customer issues, maintaining a 90% resolution for escalated cases.
• As a Team manager I was able to designed & implement a comprehensive onboarding program that reduced the new hire ramp up time by 20%.

Bachelor of Business Administration in BBA – Govt RC college of Commerce & Management (2020)

Pre-University in Commerce (CEBA) – Maria Niketan PU College (2016)

SSLC in Karnataka Secondary Education – St. Rock's Girl's Higher Primary School (2014)