Conduct regular performance reviews and one-on-one coaching sessions with team members to address performance issues,
set goals, and provide development opportunities.
implement process improvements, and optimize resource allocation.
Act as a point of escalation for customer inquiries and complaints,
resolving issues promptly and effectively to ensure customer satisfaction and retention. • Maintain a positive and supportive work environment,
fostering teamwork, collaboration, and employee engagement among team members. Implement and enforce company policies, procedures,
and performance standards to ensure compliance and consistency in operations.
Prepare and analyze reports on team performance, productivity, and key performance indicators (KPIs),
providing insights and recommendations for continuous improvement.
Serve as a liaison between frontline staff and upper management,
communicating updates, initiatives, and feedback to ensure alignment and transparency

Supervise a team of customer service representatives
providing guidance, coaching, and feedback to drive performance and achieve service targets.
Monitor and evaluate team performance metrics, including call quality.

Conduct regular performance reviews and one-on-one coaching sessions with team members to address performance issues.
Demonstrated ability to effectively lead and motivate a team of 20+ employees to meet and exceed performance goals

Managed high-volume inbound customer inquiries via phone, email, and chat with professionalism and efficiency
Extensive experience in providing exceptional customer service within a telecom call center environment. Adept at handling a high volume of inbound calls, resolving customer inquiries, and ensuring customer satisfaction. Proven ability to troubleshoot technical issues, process orders, and assist customers with account management. Skilled in utilizing CRM systems and maintaining accurate records of customer interactions. coordinating workflow to ensure smooth operations in the absence of the team leader.

Managed day-to-day administrative tasks including managing correspondence, scheduling appointments, and maintaining stores supplies.
Coordinated recruitment processes, including drafting job descriptions, posting job openings, screening resumes, and conducting interviews.
Administered employee onboarding and orientation programs, ensuring new hires are integrated smoothly into the company culture.
Maintained employee records, including attendance, leaves, and performance evaluations, ensuring compliance with company policies and regulations.Assisted in the development and implementation of HR policies and procedures to promote a positive work environment.Handled employee inquiries and grievances, providing timely and effective resolution.