Yadnik Kadam

• Track performance and monitor SLA, TRT, FRT, ACW, and AHT.
• Daily C-sat percentage and NPS tracking.
• Ensure break adherence and maintain quality scores for each employee.
• Manage leave and unplanned absenteeism.
• Collaborate with WFM for rostering quarterly.
• Conduct feedback sessions and set team goals.
• Motivate team members and assign tasks to SMEs.
• Perform detractor scrubbing and quality audits, with at least 10 audits daily.
• Assist managers in creating decks for weekly and monthly business review meetings with clients.

Additional tasks:

• Handle escalation and enterprise queues.
• Contribute to product improvement.
• Be extra attentive during ongoing Google campaigns.
• Participate in fun activities.
• Train new employees, guide them on work culture, and clarify management expectations.

• Acted as a dedicated team leader and took action when necessary
• Monitored the performance of sales team members and worked to increase team morale and motivation
• Promoted team building skills and fostered positive team relationships
• Trained 2 teams while working as ATL
• Top performer for 2 quarters
• Conducted quality audits for the team
• Scrubbed Negative surveys and gave feedback on a timely manner.

• Worked well independently and on a team to solve problems
• Served as a friendly, hardworking, and punctual employee
• Organized and prioritized work to complete assignments in a timely, efficient manner
• Served as a positive and enthusiastic team player.

• Utilized subject matter expertise and legal knowledge to offer the most detailed and efficient translations possible
• Acted as a subject matter expert for other team members
• Trained team members on new updates and process.

• Worked to achieve high customer satisfaction rates by providing optimal customer service
• Brought forth excellent customer service skills and a commitment to customer satisfaction
• Redirected calls as needed and worked with my supervisor to address any outstanding issues or concerns.