Ganesh S. Mahambrey

Nov 2022 – Present

Key Responsibilities:

• Currently Leading and efficiently managing a team of around 25 customer service associates by ensuring smooth daily operations and high-quality customer service.
• Monitored daily team performance and ensured SLA, KPI, and productivity targets are met.
• Conduct daily team huddles, coaching sessions, and performance reviews to improve agent efficiency.
• Collaborate with quality and hyper support teams to improve service standards and minimize the process gap.
• Prepare and present weekly performance reports to clients to assure the smooth

Achievements:

• Successfully achieved all the KPIs such as SLA, AHT & CSAT as targeted by the management.
• Received Team Leader Excellence of the Quarter award three times in three years.
• Achieved 100% adherence to SLAs

Sr. Specialist Advisor

8th Jun'2019 - 14th Nov'2022

Key Responsibilities:

• Worked as a SME(Subject matter expert) for the team.
  Assisted team leader in training new agents.
• Workload delegation and data maintenance in the absence of the Team Leader.

Achievements:

• Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.