Customer Services Expert/ BPO Team LeaderCustomer Services Expert/ BPO Team Leader

Key Achievements:

• Handled 50+ customer inquiries daily through phone, email, and support ticket channels while consistently meeting service-level targets. • Resolved customer concerns efficiently, resulting in improved customer satisfaction and retention. • Escalated recurring issues and collaborated with internal departments to improve customer experience and reduce repeat contacts. • Maintained accurate customer records and documentation to ensure timely issue resolution. • Delivered professional, empathetic, and solution-focused customer support in a fast paced remote environment.

Key Achievements:

As a Team Leader for Service Recovery Call Back at TaskUs, I managed a team of 20 agents whose primary responsibility was to contact customers who were dissatisfied with their service experience. Our goal wasn't simply to apologize or close a case. We needed to understand why the customer was dissatisfied, identify the root cause, and determine what could be done to recover the customer's trust. I analyzed the feedback and recurring issues coming from these calls and converted them into actionable items. I would then present these findings to our Operations, Quality, Training teams, and clients so they could determine the appropriate corrective actions. This role taught me how to turn the Voice of the Customer into operational insights. I wasn't just managing a team—I was helping identify process gaps, training opportunities, quality issues, and customer experience improvements. I believe this experience is one of my strongest qualifications because I understand how to connect what customers are saying directly to what the business needs to improve.

Key Achievements:

Consistently recognized as a **Top Team Leader**, delivering strong and sustained performance across key operational KPIs including **Quality, Average Handle Time (AHT), Net Promoter Score (NPS), and Service Level**. Proven ability to lead, coach, and develop customer service teams to achieve and exceed performance targets while maintaining a strong balance between operational efficiency and customer experience. Utilized data-driven performance management, targeted coaching, and proactive problem-solving to address performance gaps, improve team productivity, and sustain high-quality results. Progressed from **Senior Customer Service Representative to Team Leader and ultimately Operations Manager**, demonstrating consistent performance, leadership capability, and readiness to take on greater operational responsibility.