A highly adaptable Team Leader with over 7 years of experience in customer service and operations management. Skilled in performance coaching, quality monitoring, and process improvement, with a proven track record of driving team success and enhancing customer experience. Experienced in handling escalations, mentoring agents, and supporting onboarding and training initiatives. Adept at using root cause analysis (RCA) and SMART coaching methods to boost performance and resolve challenges. Recognized for creating positive team environments, meeting KPIs, and delivering consistent results across diverse industries including car rental, retail, and hospitality.
