Awet Asfeha

Company Overview: A subsidiary of Turnitin LLC, providing technical support and operational services to academic institutions globally.

• Led global support operations and BPO relationships across the Americas, Europe, and APAC, directly supporting teams scaling from 50 to over 4,000 agents.
• Managed a team of 10–20 internal support engineers and directly influenced cross-regional performance, achieving 95% SLA adherence and 90% CSAT over two years.
• Designed and launched tiered coaching and development paths, resulting in a 40% increase in skill proficiency and a 30% improvement in internal promotion rates within six months.
• Conducted regular performance reviews, delivered real-time coaching, and developed personalized growth plans to support associate career goals.
• Oversaw SLA and turnaround metrics across multiple systems (Salesforce, Zendesk, AWS Connect), reducing AHT by 20% and increasing team productivity.
• Spearheaded operational dashboards and performance scorecards to improve business visibility and align performance with department OKRs and QBRs.
• Led CRM and process improvement initiatives that reduced average ticket resolution time from 72 to 24 hours, aligning workflows with business-level efficiency standards.
• Volunteered as Prompt Engineer on chatbot automation, contributing to a 17% reduction in live chat traffic during peak support volumes.
  

Key Achievement

• Designing and implementing interactive dashboards that centralized KPIs by seamlessly integrating data from multiple platforms, including Salesforce, Zendesk, AWS Connect, Smartsheet, and Jira, enabling real-time visibility into performance across teams and systems.
• These dashboards empowered senior leaders, team leads, and managers to effortlessly filter, sort, and extract critical insights to drive team performance and mentorship. After the company-wide rollout, the dashboards reduced the time spent researching, exporting, and analyzing performance data by 90%.

• Managed global front-line support teams and was central in maintaining high CSAT (95%) for over nine quarters.
• Delivered structured coaching and ongoing agent feedback, driving individual performance improvements and strengthening team morale.
• Monitored and reported operational KPIs like AHT, FTR, and escalation rates, leading initiatives that improved service efficiency by 10%.
• Drove issue resolution for complex escalations, collaborating with internal LOBs to implement corrective actions and reduce future risk.
• Participated in postmortem reviews and operational health assessments, providing strategic input to senior leadership.
• Supported change initiatives by delivering communications, training, and mentoring to prepare staff for new tools and processes.