Charles Francis

• Analyzed and managed program-level attrition metrics to align workforce capacity with business objectives, and sustain operational excellence.
• Executed strategic capacity planning aligned with client requirements, optimizing resource allocation without impacting revenue streams.
• Led and facilitated results-driven team forums to evaluate performance metrics, establish strategic priorities, and accelerate goal achievement.
• Evaluated organizational and individual performance, implementing targeted performance enhancement initiatives to maximize output.
• Directed recruitment efforts, conducting candidate assessments and providing data-driven hiring recommendations to HR.
• Delegated responsibilities, defined performance benchmarks, and ensured project deliverables met quality and consistency standards.
• Provided strategic leadership, mentorship, and structured onboarding to integrate new hires effectively into operations.
• Maintained composure in high-stakes situations, mitigating conflicts with diplomacy, and fostering a collaborative environment.
• Oversaw end-to-end operational workflows, including scheduling, workload optimization, and formal performance appraisals.
• Formulated and executed operational roadmaps to enhance productivity, service delivery, and organizational scalability.
• Designed and implemented customer experience tracking frameworks to drive satisfaction and retention.
• Delivered targeted training programs to strengthen team capabilities and operational knowledge.
• Partnered with senior leadership to develop and execute long-term strategic business initiatives.
• Enforced adherence to regulatory requirements, corporate governance policies, and safety protocols.
• Administered workforce management processes, including attendance tracking, payroll oversight, and compliance reporting.
• Championed process innovation to improve efficiency, cost-effectiveness, and customer engagement.

* Transitioned to Seagate as a Tier 1 technical support lead, ensuring efficient service delivery

* Promoted as a team leader at Capital One, overseeing 35 agents, and monitoring performance metrics. Transitioned to *

* Seagate as a Tier 1 technical support lead, ensuring efficient service delivery.
Implemented the CSAT improvement plan by analyzing KPIs and enhancing agent productivity.
* Conducted refresher training sessions focused on top performance drivers for team members.
* Monitored quality assurance scores, average handling time, and customer satisfaction metrics.
* Facilitated regular chats to address team concerns and improve engagement.
* Attrition management
* Weekly business review with the manager and also with the external client.

• [24]7 Customer Service Pvt. Ltd.*
• Handled complex customer inquiries, escalations, and service issues with professionalism, empathy, and prompt resolution.
• Delivered expert product and service knowledge to assist customers, ensuring accurate and timely information.
• Supported team members by providing guidance on call handling, soft skills, and process adherence.
• Monitored and analyzed customer interactions to ensure compliance with quality and service standards.
• Assisted in onboarding and mentoring new hires, enabling faster ramp-up and consistent performance.
• Coordinated with cross-functional teams to resolve customer concerns and improve service processes.
• Maintained detailed records of customer interactions, transactions, and resolutions in CRM systems.
• Achieved and exceeded KPIs including First Contact Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction (CSAT) targets.
• Identified recurring issues and suggested process improvements to enhance customer experience and operational efficiency.
• Trained in handling both voice and non-voice support channels, adapting communication to meet customer needs.