Ashraf Shaikh

• Process Strength is 33 including 3 supervisors
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team performance by analyzing trends and opportunities for continuous improvement in service delivery.
• Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.

L2:

• Verify chats taken by advisors, provided guidance incase errors observed
• Mentored junior team members through floor assistance
• Boosted customer retention rate by providing exceptional service and guiding new hires

L1:

• Worked on backend tool, would also flex on chat and calls whenever required
• Responded to customer inquiries and queries
• Reduced average call/chat handling time through efficient problem solving skill