Managed 120 interaction evaluations weekly, conducted coaching, root cause analysis, action plans, weekly calibrations, and presented reports to US-based stakeholders.

Led quality monitoring for 40 agents, increasing team quality performance from 84% to 92% in six months. Delivered targeted coaching, root cause analysis, and client reporting in English.

Supported agents with real-time guidance, policy interpretation, and customer escalations. Reinforced procedures and improved agent performance.

Provided floor support for 80 agents, resolving complex airline cases and escalations, and assisted with training and nesting.

Managed refunds, flight changes, baggage, and travel requests. Demonstrated strong process knowledge and peer-support capability.

Handled airline customer service cases and promoted to SME for strong process knowledge and peer support.