Michael Ramancha

• Supporting supervisors in daily operations and performance management.
• Guided team improvement through targeted coaching.
• Serving as a Subject Matter Expert (SME) to assist agents with queries through multiple channels.
• Delivered superior customer experiences through development of tailored training approaches.
• Recognized as the Best Support Coach (December 2024) for outstanding contributions.

Responsible for seamlessly delivering services to the client. Assign all work assignments, commit teams to work, manage their work quality, manage the team's financials and mix to targets, and drive the team's overall people management. Monitor and control service delivery metrics.

Forecasted, planned, and scheduled work volumes and staff to achieve optimal customer support service levels.

Assign all work assignments, commit the team to the work, manage the quality of the work and drive the people management activities within the team.

Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.