Lakshmi Premkumar

A challenging career of making sure that customer service agents taking calls, chats and emails provide the best customer experience across the US by ensuring their quality scores remain above the desired quality parameters and percentages.

• Conduct evaluations to ensure that there are no process or compliance errors made by the agents and provide them with their respective quality scores along with feedback and corrective actions respectively.
• Hold weekly calibration sessions with counterparts in the US and align based on the outcome and final scores.
• Monitored customer satisfaction levels through surveys and feedbacks.
• Compile and distribute weekly feedback to team leaders and managers to improve service time and quality while increasing productivity of chat agents.
• Handle weekly allocation of calls and chats to the team and oversee agents who require assistance and help on a daily basis.
• Prepare and distribute weekly dispute reports, compiled data and insights for the team and leadership, ensuring transparency and effective communication.
• Developed training materials, SOPs and work instructions to
  supplement new team member onboarding.
• Trained 50+ new hires on chat process and quality standards and
  provided constant support until they went live.
• Encouraged and coached team members on strategies and skills
  necessary to move up the ladder.

• Provided exceptional customer service. Engaged with customers via chat to address inquiries, resolve issues, and ensure satisfaction.
• Coordinated customer interactions and team communication. Ensured smooth resolution of challenges by maintaining clear and effective communication with both customers and internal teams.
• Handled emails and escalated inquiries managed and responded to emails, efficiently addressing escalated issues to ensure prompt resolution and customer satisfaction.