Assigned as Acting Team Lead in the absence of the Team Lead, ensuring smooth team operations and continuity.
Managed team performance and daily operations.
Managed stakeholder communication, and team productivity.
Led the implementation of a new ROCs process within the organization by combining experienced agents from other processes to achieve client-defined targets of 95%. Developed and maintained a comprehensive process runbook documenting all requirements, and collaborated with clients, stakeholders, and the training team to ensure alignment. Closely monitored individual agent performance and conducted multiple refresher training sessions to maintain consistency and enhance overall team efficiency.
Managed business mergers and ownership transitions, ensuring seamless user experiences within defined operational bandwidth, and delivered projects with 96% accuracy against a client-defined target of 94%.
Streamlined workflows to enhance productivity and support operational excellence.
Conducted in-depth market research, generating insights to inform strategic planning and competitive positioning.
Developed data models to aid decision-making and presented findings to senior stakeholders.
I help manage and monitor TAT across multiple processes.
Facilitated onboarding of new business entities and improved client-user interaction efficiency.
Mentored new team members, accelerating their integration and understanding of internal systems.
