Hidayath Ulla

• Led a team of 20 members, providing guidance, mentorship, and coaching to ensure successful process execution.
• Managed team performance through regular feedback, performance evaluations, and observations; closely tracked key metrics to identify and support underperformers.
• Developed and implemented team strategies that resulted in a 25% increase in productivity, aligning with company objectives.
• Identified and executed process enhancements, achieving a 20% reduction in project delivery time.
• Fostered a positive and inclusive team culture that promoted collaboration, innovation, and continuous learning.
• Made numerous calls and sent emails monthly to customers to address queries and streamline processes, enhancing overall satisfaction.
• Published the Opening Dashboard daily to provide insights into workflow, set targets for consultants, and maintain performance tracking.
• Produced daily end-of-day reports to evaluate consultant performance and provide insights into overall team productivity.
• Hourly productivity was tracked daily and published to consultants as a means of keeping track of their work.
• Proficient in Excel and Google Sheets, utilizing advanced functions for data analysis and reporting.
• Tactfully handled complaints from staff, management, and clients, employing strong problem-solving and dispute resolution skills.
• Conducted audits and risk assessments to ensure adherence to regulatory requirements.
• Conducted ACPT every other day to identify consultants' errors and address customer service dissatisfaction.
• Conducted weekly EPLU sessions to identify errors at the process level.
• Managed escalation calls to effectively resolve customer inquiries and ensure timely solutions.
• Initiated collaboration with internal teams, including design and CT escalation, to effectively meet customer needs.
• Facilitated weekly internal and external calibrations with Quality, Training, and client teams to ensure alignment and enhance overall performance.
• Served as customer service team lead, enforcing company policies, training new staff, and answering co-workers' questions.
• Supported employee morale and well-being by developing positive practices focused on career development and job satisfaction.
• Maintained excellent employee relationships by cultivating a supportive, positive, and helpful working environment.

· Delivered high-quality customer service through phone, email, and chat, enhancing overall customer satisfaction.
· Effectively resolved customer issues and complaints, turning negative experiences into positive outcomes.
· Built rapport with customers through courteous and professional communications.
· Assisted customers with product-related questions, feedback and complaints.
· Managed escalation calls to prioritize and resolve customer inquiries effectively.
· Analyzed customer feedback to identify trends and suggest process improvements.
· Achieved high quality scores and was always punctual to work.
· As an Aux SME, I trained and supported new team members, contributing to their successful integration and performance.