At Bosch, I coordinated operational projects, process changes, timelines, and cross-team activities in a contact-center environment. I reduced procedure-related escalations from 22% to 8% through root-cause analysis and corrective action.
I supported UAT validation for system and process changes and maintained process documentation to audit-ready standards. My stakeholder reporting helped improve SLA attainment from 58% to 79%, while NPS remained at 62% against a 60% target.
At Movate, I supported operational initiatives, pilot programs, and transitions through project coordination and status reporting. Earlier at Sykes, I led a team of 10+ agents and evaluated more than 90 interactions weekly as a Quality Agent.
