At Flexi Microfinance Bank, I supervise customer service operations and handle complex complaints and escalations, working across departments to improve end-to-end service delivery. I also present performance dashboards that highlight customer trends, productivity, and areas for improvement.
At Zephyredge Limited, I review calls against standardized quality scorecards, support onboarding, and coordinate training based on identified skills gaps. I also manage a team of QA analysts and present recommendations to operations and compliance leadership.
Previously at Blooms Microfinance Bank, I improved team productivity by 18% through performance monitoring, KPI frameworks, and coaching. I also enhanced recovery performance by 14% and conducted root-cause analysis that reduced delinquent exposure by 12%.
