At Sutherland Global Services Pvt. Ltd., I led Tier-3 customer support operations and managed complex customer and technical escalations while meeting SLA, quality, and compliance standards. I provided real-time guidance to a team of 15+ representatives across on-site and remote environments.
Through call calibrations, quality audits, and structured feedback, I improved CSAT by 10%, increased First Call Resolution by 5%, and reduced Average Handling Time by 30 seconds. I also authored SOPs and knowledge base articles, and worked with Operations, Quality, Training, and Workforce Management teams to streamline workflows.
