At Genex Infosys PLC, I supervised a team of 19 members and supported them in meeting performance targets. I also prepared reports and performance insights for senior management.
I previously handled customer inquiries at Genex Infosys PLC through email and chat, managing cases through CRM and ticketing workflows. I followed up on pending issues and handled escalations while working toward response time, CSAT, and first contact resolution KPIs.
I onboarded and coached new team members on processes, tools, and performance expectations. I also communicated operational updates across remote teams through virtual meetings.
