aafreen N.

Collaborated with the UK water industry back-office team to ensure effective process transitions and knowledge transfers. Participated in training and transition activities in the UK, enhancing global process alignment. Developed and implemented comprehensive training programs to improve team skills. Fostered a collaborative work environment to promote team morale and engagement. Supervised a team of 30 professionals while consistently meeting all Service Level Agreements (SLAs) within specified deadlines. Diligently managed project timelines to ensure timely delivery of milestones. Conducted performance reviews and appraisals to promote accountability and support individual growth. Facilitated regular coaching sessions to motivate team members and encourage personal development. Analyzed team metrics to pinpoint areas for improvement and strategic growth. Conducted audits to ensure compliance with organizational standards and process accuracy. Initiated process improvement initiatives aimed at reducing Average Handling Time (AHT) and managing escalations, ultimately enhancing customer satisfaction.