At Aegis Startek, I lead a 20-agent team supporting an e-commerce process across voice and non-voice channels. I’m responsible for AHT, productivity, quality, and CSAT targets.
Through weekly coaching and performance reviews, I’ve sustained CSAT around 80%, SLA adherence at 85–90%, and QA scores at 85–90%. I’ve also maintained average shrinkage around 18% and attrition at 0–1 agents per cycle, earning three recognitions for team stability and performance.
Before becoming Team Lead – Operations, I worked as a Quality Specialist at Aegis Startek. I audited customer interactions, gave agents structured feedback, and analyzed call and chat data to identify recurring defects and close process gaps with Team Leads.
I started at Aegis Startek as a Customer Support Executive, resolving e-commerce customer issues through chat and email. I built product knowledge to reduce resolution time and improve first-contact resolution.
