Andre Belcher

I am a customer-focused and results-driven Team Manager with over 5 years of experience in optimizing productivity and enhancing team performance. My expertise lies in strategically monitoring agents to effectively resolve customer inquiries, ensuring maximum customer satisfaction. I have a proven track record of utilizing CRM tools and performance coaching to drive service excellence and meet organizational goals.

In my role as Associate Manager at Sutherland Global Services, I supervised a team of over 15 customer service agents, consistently maintaining a 100% customer satisfaction rate. I conducted weekly coaching sessions and monthly performance reviews to support agent development, collaborating closely with QA and training teams to address knowledge gaps. My strong leadership and communication skills have been instrumental in motivating my team to achieve desired service levels and exceed performance metrics.

Throughout my career, I have been recognized for my contributions, receiving the Outstanding Associate Manager Award and being acknowledged as a top performer in delivering exceptional customer service. I am passionate about fostering a positive team environment and continuously seeking ways to improve service quality and operational efficiency.