roy.silveira

• Leading a team of 75 professionals in executing day-to-day BPO operations. • Developed and implemented strategic initiatives to enhance operational efficiency, resulting in a 10-15% increase in productivity. • Established and monitored key performance indicators (KPIs) to track team performance and ensure adherence to service level agreements (SLAs). • Implemented quality assurance programs to maintain high standards of service delivery. • Developed and executed sales strategies, exceeding client sales targets by 10-15% • Conducted regular training sessions to enhance the sales skills of team members. • Monitored key performance indicators (KPIs) to assess both operational and sales performance.

▪ Worked as a Technical customer representative and provided technical support for he Broadband customer ▪ Maintained productivity scores of junior associates and assisted them on a one on one in handling technical troubleshooting ▪ Had the opportunity to work on a project (Team Level) which helped to reduce AHT and Increase FTR. This project helped us to be more focused on the teammates who needed help with AHT and FTR ▪ Handle AHT, Quality & C-SAT scores, for the team in the absence of TL and SME for 45 days