Deersha Mathur

• Managed end-to-end operations for a team of 20+ associates in a high-volume customer support
environment, ensuring consistent achievement of SLA, AHT, CSAT, Quality, and Productivity
targets.
• Implemented improvement and productivity processes that enhanced team performance.
• Collaborated with HR and senior leadership to reduce attrition by 15% through engagement and
development initiatives.
• Led daily huddles, weekly reviews, and Monthly Business Reviews (MBR) to drive performance
accountability.
• Drove improvement and productivity-related processes.
• Drive initiatives for improving quality scores impacting customer experience.
• Implement Root cause analysis and corrective action plans for managing customer experiences
and escalations.
• Developed operational dashboards and executive reports to inform leadership decision making.
• Ensured 100% compliance with SOPs, audit requirements, and operational risk controls.
• Coordinated cross-functional process improvement initiatives that streamlined workflows and
optimized costs.

Handled a team of 20 associates in the supervision of my leadership along with maintaining their
performance metrics and assisting them with their queries regarding the support on floor.

Skills: Driving Results, Resolving complex customer issues.

• Resolved customer complaints professionally, achieving satisfactory outcomes and receiving
positive feedback.
• Maintained a high level of product knowledge, providing accurate information to customers.
• Listened to customers, addressed concerns promptly, and escalated major issues as needed.
• Improved customer satisfaction by addressing inquiries and resolving issues effectively.

Training for BPO process as a fresher