Charles Francis

* Led 135 FTS supporting Flair Airlines Customer Service across voice, chat, and email channels for the Canada region.
* Delivered 80% program performance vs 60% target, surpassing client expectations and improving service consistency.
* Maintained 1% attrition rate (against a 3% target) through effective engagement and recognition programs. Regular EWS.
* Achieved attendance above 95% and shrinkage below 5% via accurate capacity forecasting and scheduling.
* Introduced new QA and coaching frameworks, enhancing productivity, reducing errors, and increasing CSAT.
* Led Weekly and Monthly Business Reviews (WBR/MBR) with clients and leadership to review KPIs, forecast trends, and align improvement plans.
* Mentored team leaders and SMEs to build next-level leadership and operational readiness.
* Partnered with HR and training teams to streamline recruitment, onboarding, and agent readiness for new project launches.

* Managed 25 FTS across multiple US and APAC accounts, including Capital One (Chat/Voice), Hilton (Chat/Blended), and Best Buy (Voice/Chat/Email).
* Consistently achieved 97% team performance vs 95% target month-on-month through structured coaching and data-driven analysis.
* Conducted Weekly Business Reviews (WBRs) with clients, presenting operational insights, trends, and process enhancements.
* Enhanced CSAT and employee satisfaction by introducing micro-training sessions and transparent communication channels.
* Reduced attrition and improved retention through individualized performance plans and recognition programs.
* Streamlined team reporting and communication workflows, improving SLA consistency and client confidence.
* Supported process transitions and knowledge transfers for new programs within tight turnaround timelines.

* Recognized as the top-performing agent in the Capital One Voice Sales (US) process for outstanding credit card sales and customer satisfaction.
* Delivered Tier 1 technical and customer support for Seagate in voice and backend processes, achieving high FCR and CSAT ratings.
* Contributed to backend support initiatives, ensuring process accuracy and faster case resolution.
* Mentored new hires on communication, process adherence, and quality standards.