Abdu User

I’m a high-impact Team Leader and operations-focused customer support professional with accelerated progression across BPO environments supporting Fortune 500 US-based clients. I lead, coach, and scale high-performing teams with a people-first mindset and a strong operational discipline.

I’ve directly managed 15 Customer Support Agents while serving as the sole Team Leader on shift, providing floor-wide leadership to 50+ staff. I own end-to-end KPI monitoring (QA, CSAT, AHT, FCR, attendance, schedule adherence, productivity) and use data-driven insights to implement targeted coaching and Performance Improvement Plans.

On complex cases, I act as the primary escalation point—de-escalating frustrated customers with empathy and speed while protecting client relationships and brand reputation. I also standardize how teams handle escalations by building quick-reference guides that streamline decision-making and reduce escalation handling time.

I’m equally strong in enablement: I spearhead onboarding, run refresher training, and build centralized knowledge repositories using internal wikis so agents can self-serve and improve first-contact resolution. Currently pursuing higher education via distance learning, I’m motivated to keep building resilient teams, foster continuous learning cultures, and deliver measurable business impact.