Pooja Maskara

Overall, I bring 18 years of experience with WNS, starting with Armstrong process US region then joined Direct Energy Ontario region, along with Thames Water and now with British Gas. Currently, I’m a Flex Lead managing a team of 15 solvers since April 2025. My focus is maximizing customer satisfaction through First Contact Resolution, and we’ve maintained 95% quality for 9 consecutive months. I believe in leading by example — I keep my team motivated with the right guidance, create an environment where they feel valued, and take complete ownership of outcomes. I see every failure as a learning opportunity to make the system stronger.

• Balanced competing priorities in a fast-paced environment without sacrificing accuracy or efficiency in daily tasks for complaints and follow up enquiries
• Participated in continuous improvement meetings, suggesting ideas for process optimization.

• Joined WNS Global Services on 15th January 2007 as a Trainee-Customer Service Associate in Armstrong - USA region. The process was related to Home Furnishing.
• Answered an average of 60 calls per day by addressing customer inquiries, solving problems and providing new product information.

• In April 2009 joined Direct Energy utilities as Customer Solutions Advisor - Ontario Division
• Enhanced customer satisfaction through timely delivery of packages and accurate tracking information updates.
• Assisted in training new employees on company policies, safety measures, and handling techniques to ensure consistent quality across the team.

• Maintained Salesforce records by logging prospecting activities, adding new contacts, and updating account information with useful intelligence.
• Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
• Improved team productivity by sharing best practices and collaborating on problem-solving strategies.