ANJALI TANWAR

Roles and Responsibilities:

• Led a team of 15 -20 customer support agents, achieving a 98% customer satisfaction (CSAT) score through targeted coaching and performance management.
• Developed a high-performing team through targeted recruitment, training, and performance management.
• Implemented a new CRM system, reducing average handle time (AHT) by 20%, and improving first contact resolution (FCR) rates by 15%.
• Developed and conducted weekly training sessions, resulting in a 25% increase in team productivity and a 30% reduction in onboarding time for new hires.
• Monitored and analyzed team performance metrics, maintaining 95% adherence to service level agreements (SLAs) and identifying areas for continuous improvement.
• Coordinated cross-functional collaboration with product and technical teams to address recurring customer issues, leading to a 20% decrease in repeat complaints.
• Established a feedback loop with customers, utilizing insights to drive a 15% improvement in service delivery and customer retention.
• Managed escalated customer concerns, achieving a 98% resolution rate and enhancing overall customer experience.
• Optimized team workflows and processes, resulting in a 10% increase in operational efficiency, and a 15% reduction in response times.
• Reduced customer complaints by implementing proactive measures to address common issues.
• Reviewed daily operational metrics and monthly MIS reports for management.