Manohar Kamath

• Supported department leadership in implementing and maintaining the data of customer reviews of support employees.
• Identified areas in need of critical improvement and implemented strategies to achieve targets.
• Oversaw work of support employees, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
• Assisted with developing effective policies and procedures to improve operations.
• Counseling the employees when they appear in bottom quartile to identify the trends and challenges they face during supporting the customers.
• Modeled effective and constructive communication between department heads, low-level staff and senior leaders to update ongoing trends with support employees.
• Conducted independent technical reviews of support processes and records to proactively identify and correct process and system issues.
• Offered coaching and developed resources to help customer service representatives to maintain progress and achieve goals.
• Making sure all the support employees follow company policies and procedures to deliver quality work.
• Suggesting action plan for the improvement of individual and support teams.

• Attended calibration meetings to discuss support reviews.
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Evaluated customer needs by analyzing survey's and feedback to service improvements.
• Maintained systems to track and analyze operational data.

• Educated employees on specific QA standards and confirmed maintenance of standards.
• Monitored performance of employees as per the KPI.
• Recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.

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