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AHT Improvement

Team Leader – AHT Improvement, Agent Coaching

Featured

Conducted coaching and targeted training to improve call/chat handling efficiency. Standardized handling processes and…

Training & Coaching
Auditing
Issue Resolution
Complaint handling

Transport Cost Optimization & Cost Reduction

Team Leader

Analyzed transport-related costs, identified key cost drivers, and implemented process improvements to reduce…

Cost Analysis
Cost Reduction
Accountability
Adaptability & flexibility

CSAT Improvement & Customer Experience

Team Leader

Improved CSAT from 79% to 84.6% through targeted coaching, quality monitoring, and customer feedback analysis.

Quality Management
Quality Workflows
Training & Coaching
Customer Communication
Customer Experience & Retention
Customer Service & Support