Parvathi Somanathan

Led and supervised a team of 10-15 customer service representatives across live chat, email, and phone channels. Managed scheduling, monitored KPIs, and improved performance from 9.5 to 13 within 3 weeks through coaching and process improvements.

Handled inbound/outbound calls, chat and email inquiries, resolved complaints within SLA, maintained high data confidentiality and adhered to scripts and service quality standards.

Sourced and screened candidates for Harman Automotive research studies, managed scheduling and coordination with operators, completed target participant numbers within two months and improved succession rate by 60% in a difficult demographic.

Oversaw FOH operations ensuring guest satisfaction and efficient BOH-FOH communication; led health & safety meetings and contributed to a 21.8% increase in returning guests and $48,000 sales during a holiday period.

Managed front of house operations, recruited and trained servers, tracked inventory and achieved five-star guest reviews; delivered a promotional menu rollout that increased targeted sales by 93%.

Provided support for individuals with special needs and assisted-living residents, delivered life-skills coaching, monitored behaviors, provided counselling and was promoted to Senior Counselor; received an Achievement Award for community support.

Managed room inspections and events, supported student wellbeing and confidentiality, led recreational activities and emergency shift coordination; awarded Best Resident Assistant and served as insurance ambassador.

Completed a Diploma in Developmental Services Worker at Loyalist College in Ontario, Canada.