M. Lavanya

Proven leader in customer service and quality assurance, with a track record of enhancing team productivity and customer satisfaction at Firstsource Solutions Ltd. Skilled in CRM software and adept at problem-solving, I have successfully managed high-volume call environments, achieving up to 90% customer satisfaction. Expertise in data analysis and a strong communicator, I excel in fast-paced settings.

• Received Bravo Certificate for Best Performance at IntouchCX.
• Maintained consistent customer satisfaction ratings above 80% at Firstsource Solutions.
• Played a pivotal role in team training and process improvement initiatives.

Team supervision and training, Process improvement and workflow optimization, Performance management and metrics analysis, CRM software expertise, High-volume call handling (40–50 calls/day), Customer issue resolution and satisfaction (80–90% ratings), Empathy and active listening, Reporting tools: Power BI, Power Query, Programming: HTML, CSS, Database: SQL, Proficiency in MS Office Suite and Google Sheets, Data annotation and labeling expertise, Quality assurance and root cause analysis, Agile methodologies, Excellent communication and interpersonal skills, Strong problem-solving and multitasking abilities, Adaptability, patience, and empathy

I hereby declare that the above information is accurate and true to the best of my knowledge.