MUZAMMIL KAUSER

• Managing a team of 25+ Customer Service Representatives, driving performance through coaching, feedback, and structured performance management.
• Managed an Account Security team of 15+ associates, overseeing identity verification, fraud prevention, and account protection operations.
• Monitored and improved key metrics including quality, productivity, resolution time, and schedule adherence.
• Conducted regular 1:1s, performance reviews, and development plans, improving team engagement and capability.
• Partnered with cross-functional teams to resolve escalations and enhance overall customer experience.
• Received multiple rewards and recognitions for leadership and operational excellence.
• Awarded Best Mentor for Q2, Q3, and Q4 – 2022 for outstanding coaching and people development.
• Achieved 1st Rank across VCS India as Resolution Specialist for 2022 & 2023.

KEY ACHIEVEMENTS TRAINING & PROJECT EXPERIENCE

• Served as a Process Trainer, successfully handling multiple training batches.
• Contributed to high-impact initiatives including:
  Process Improvement
  Schedule Adherence Optimization
  RAP Improvement Governance
  Dead Shrinkage Reduction
  Smile Stories (Customer Experience Enhancement)

• Drove performance improvement for Billing Advisors by delivering targeted coaching, enhancing individual scorecards and overall team results.
• Acted as a Sales Coach, boosting revenue by helping advisors achieve sales targets through strategic upselling of Broadband and Landline services.