SHIWANI

Conduct daily audits of escalations and new cases to assess advisor performance, ensuring adherence to client requirements and service quality standards.
Review and analyze customer interactions, including calls, and chats, to identify areas for improvement and recommend corrective actions to enhance customer experience.
Collaborate with cross-functional teams (such as training, operations, and management) to implement improvements based on audit findings and client feedback.

Spearheaded service delivery excellence by conducting comprehensive audits and performance assessments, ensuring the team adhered to top-tier service quality standards.
Maintained Teleperformance’s reputation for integrity by consistently delivering exceptional service quality through meticulous attention to detail and a proactive approach to problem-solving.
Drove improvements in team performance and operational efficiency by providing regular feedback, coaching, and support, fostering a culture of collaboration and excellence.

Expertly managed various customer inquiries, from billing disputes to technical challenges, consistently delivering prompt and effective solutions to ensure customer satisfaction.
Thrived in a fast-paced environment, demonstrating flexibility and endurance in handling repetitive tasks while maintaining high-performance levels and attention to detail.
Collaborated with colleagues and management to identify opportunities for improving team performance, actively contributing to operational productivity and service efficiency.