Farhana Shirin
Kochi
Summary
Customer Service Team Lead with 2+ years managing service delivery, performance monitoring, and escalation resolution. Proven track record improving SLA/CSAT metrics through coaching, process improvement, and cross-functional collaboration.
Overview
2
2
years of professional experience
Work History
Team Leader - Service Delivery
Sutherland
Kochi
06.2024 - Current
- Led team of 20 agents to consistently achieve SLA targets.
- Coordinated daily operations to ensure seamless service delivery processes.
- Implemented process improvements that reduced escalation rates by 25% and enhanced team efficiency.
- Tracked KPIs, including AHT and SLA compliance, identifying gaps to drive service delivery enhancements.
- Resolved escalated customer complaints promptly, significantly boosting satisfaction levels.
- Collaborated with cross-functional teams for efficient resolution of complex customer issues.
- Facilitated training sessions on tools and systems to optimize service delivery capabilities.
- Onboarded and mentored 15 new hires, ensuring smooth integration into the team.
Education
Polymer Engineering - Polymer
University College of Engineering
Thodupuzha 01-2023
Skills
- Service delivery
- Customer service
- Performance monitoring
- Process improvement
- Data analysis
- Escalation resolution
- Problem solving
- Compliance
- Team management
- Strong leadership
- Coaching and mentoring
- Effective communication
- Time management
- Team building
- Organizational skills
Accomplishments
- Consecutively received the best team award three times.
Timeline
Team Leader - Service Delivery
Sutherland
06.2024 - Current
Polymer Engineering - Polymer
University College of Engineering