Looking for a job

Elora Monalisha

@eloramonalisha

I lead data-driven technical support and contact-center operations that improve service levels, customer experience, and efficiency.

India

Message

What I'm looking for

I'm looking to lead technical support or customer experience operations where I can use data, workforce planning, QA, and process improvement to strengthen service levels and customer outcomes.

At Concentrix, I lead 18 Support Engineers, using workforce, QA, and customer data to improve service delivery, staffing decisions, and handling consistency. My targeted process improvements increased efficiency by 150% while supporting SLA adherence, customer satisfaction, and retention.

Across Concentrix, BizBox Publishing, eMudhra Consumer Services, Teleperformance, AIMIL, and Incorp Infotech, I've managed multi-channel customer support, technical troubleshooting, sales, training, escalations, and operational reporting. I bring 9+ years of BPO and contact-center experience, with hands-on strengths in workforce management, quality assurance, Six Sigma, and customer experience improvement.

Experience

Work history, roles, and key accomplishments

Current

Senior Advisor Technical Support

Current

Concentrix

Nov 2023 - Present (2 years 10 months)

Led a team of 18 support engineers, optimized workforce management, and ensured SLA adherence. Owned business reviews with clients and senior leadership, and served as escalation owner for critical incidents.