Team Manager - Moder Solutions
(2025-01 - 2026-01)
Financial LOB
- Managed and supervised a team of 8–10 customer service representatives.
- Conducted regular call monitoring, coaching sessions, and performance evaluations.
- Developed action plans to improve agent productivity, quality, and attendance.
- Collaborated with Operations Managers to drive business and performance improvements.
- Conducted weekly business reviews with internal stakeholders and clients.
- Mentored Team Leaders to strengthen leadership capabilities and operational performance.
- Managed administrative tasks, reports, and email communications.
Production Team Leader - Concentrix Corporation
(2021-04 - 2024-05)
Financial & Telecommunications LOB
- Led a team of 8–10 customer service representatives.
- Conducted coaching sessions based on quality assurance evaluations and performance metrics.
- Monitored daily KPIs including productivity, quality, attendance, and customer satisfaction.
- Delivered performance feedback and implemented improvement plans.
- Participated in weekly operational meetings to discuss business updates and team performance.
- Supported employee development through coaching and mentoring.
Production Team Leader - Tech Mahindra (V Customer)
(2019-10 - 2021-03)
Telecommunications LOB
- Managed a team of 12–15 customer service representatives.
- Conducted performance coaching and call quality monitoring.
- Identified performance gaps and implemented action plans.
- Prepared reports and handled administrative responsibilities.
- Collaborated with Operations Leaders to achieve service level and business objectives.
Subject Matter Expert (SME) - Telstra (TeleTech)
(2016-03 - 2018-01)
Telecommunications LOB
- Provided floor support and guidance to customer service representatives.
- Assisted Team Leaders in improving agent performance.
- Conducted coaching sessions and call calibrations.
- Monitored quality and compliance with company standards.
- Assisted in process improvement initiatives and new hire support.
Customer Service Representative / Tier 2 Escalation Support - Convergys Corporation (Sprint Telecommunications)
(2011-01 - 2016-02)
- Handled Tier 2 escalations involving billing, technical support, and customer service.
- Resolved complex customer concerns while maintaining high customer satisfaction.
- Assisted customers with mobile and internet account setup.
- Provided troubleshooting for mobile and internet connectivity issues.
- Ensured adherence to quality standards and service level agreements.
