At ReSource Pro, I oversee a 15-agent team and support operational efficiency through production oversight, automation, and procedure refinement. I manage service levels, data accuracy, and SLA compliance while maintaining organizational and regulatory requirements.
I also plan and deliver training, support onboarding of new tasks, and handle client billing and complex processing. I develop audit plans, identify performance gaps, and propose solutions.
At MicroSourcing, I led 15 agents as a Service Delivery Unit Analyst (Intern Team Lead), monitoring quality and SLA targets. I conducted root cause analyses, prepared dashboards and presentations, and shared team and process insights with leads and onshore partners.
Earlier, I handled health insurance eligibility processes and Employee Benefits Guides at MicroSourcing, and managed online auction setups at Vault Outsourcing. At EXL Service, I served as Assistant Manager after being promoted from Intern, leading 14–20 agents; I also processed insurance claims as a Customer Service Representative.
