GOURI P

• Customer Care Excellence:

Delivered exceptional customer service by maintaining high call quality.

Ensured customer inquiries and issues were resolved efficiently, leading to increased customer satisfaction and loyalty.

• Performance Recognition:

Achieved the Delivery Excellence Award in 2024 for outstanding performance in all metrics.

Awarded an Oscar for outstanding performance across various months of service.

• Coaching and feedback:

Assigned to train and mentor multiple new recruit batches.

Collaborated on a feedback mechanism to improve agent productivity and reduce the skill gap.

• Team Performance Management

Actively managed team performance by generating and publishing comprehensive daily, weekly, and monthly reports.

Identified team outliers and provided actionable insights to improve overall team performance.

Collaborated with team members to set performance goals and implement strategies to achieve them.