Jaya M.
Mid-Level Customer Service Team Leader
Open to offersNew to PlatformAbout
Jaya M. is a customer service and operations professional with experience in the business process outsourcing industry at Concentrix. She has held roles including Team Leader Trainee, Escalations Desk Supervisor, KPI Scrubber, Advisor - Blended Support, and Program Ready Trainer, supporting operational efficiency, escalation handling, and employee training. At Concentrix, Jaya led daily team operations, managed escalations, prepared performance reports, delivered onboarding and upskilling programs, and conducted case reviews to identify process gaps. She is proficient in reporting, documentation, CRM platforms, and MS Office, consistently collaborating across operations, quality assurance, and training teams to drive service quality. Her background also includes ESL tutoring, providing one-on-one English lessons via online platforms.
Experience
KPI Scrubber
Concentrix · 2025 — 2026Performed case reviews for survey detractors and multiple-contact cases, identifying root causes and suggesting actionable recommendations to enhance customer experience. Analyzed trends alongside process gaps and worked with Operations to implement targeted improvements. Monitored performance metrics, escalating cases beyond standard timelines to ensure prompt resolution. Compiled and presented reports that summarized insights and recommendations to Operations during Business Reviews for ongoing improvement.Team Leader Trainee
Concentrix · 2024 — 2025Managed daily team operations while overseeing performance to meet KPIs and uphold quality standards. Guided agents in skill development through targeted plans aimed at improving service quality. Organized schedules, addressed escalations, and compiled team performance reports. Engaged with operations, quality assurance, and training teams to refine processes and elevate service delivery.Escalations Desk Supervisor
Concentrix · 2023 — 2024Oversaw escalation cases to guarantee timely resolution of intricate customer issues. Coordinated efforts with cross-functional teams for the resolution of high-impact cases while ensuring customer satisfaction. Provided coaching to team members on escalation protocols as well as best practices for customer handling.Program Ready Trainer
Concentrix · 2023 — 2023Facilitated onboarding and skills enhancement training sessions for new and existing team members, boosting both performance and productivity. Created and revised training materials to ensure consistent knowledge dissemination across teams. Closely collaborated with Operations and Team Leaders to pinpoint skill gaps for targeted training programs. Monitored progress of trainees, providing constructive feedback to improve learning outcomes. Managed inbound and outbound customer interactions through various channels while ensuring high customer satisfaction.Advisor, Blended Support
Concentrix · 2022 — 2023Handled customer support cases through blended channels, focusing on maintaining quality interactions and first-call resolution. Utilized tools and processes to address and troubleshoot customer inquiries effectively. Contributed to team objectives by consistently achieving KPIs related to quality, accuracy, and productivity.Home-Based, ESL Tutor
ACADSOC · 2021 — 2021Conducted one-on-one English language lessons using a provided curriculum and online platform. Developed lesson materials tailored to individual student needs. Delivered effective instruction and feedback aimed at improving speaking, listening, reading, and writing proficiencies. Submitted accurate class remarks to track the progress of each student after sessions.
Skills & Expertise
Education
- Bachelor of Arts in Political ScienceCagayan State University · 2018 — 2022
- Exchange StudentSaint Mary’s University, Nova Scotia, Canada · 2021 — 2021
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