Rushda Patel

• Managed the development and implementation of skill certification processes for Contact Center of 600+ reps, including creating and maintaining documentation, coordinating with stakeholders, and ensuring timely completion, resulting in a 30% reduction in processing time.
• Collaborated with cross-functional teams (IT, WFM, PR) to develop and deliver a comprehensive first-week training program for new hires.
• Analyzed training effectiveness and presented data-driven reports to senior leadership, influencing strategic decision-making.
• Established and maintained strong working relationships with stakeholders at all levels, fostering a collaborative learning environment.
• Managed all aspects of the skill certification process (documentation, requests, assessments, pay increases and promotions)
• Served as a Subject Matter Expert for skills certification, providing valuable input on processes and procedures.
• Owned and delivered Skill Certification monthly reporting to senior leaders, effectively managing project scope, timelines, and deliverables.
• Juggled multiple projects and tasks concurrently, effectively prioritizing workload to meet deadlines and maintain high-quality output.
• Coordinated L&D meetings, communicated effectively across departments, and ensured all needs were addressed during training week scheduling.
• Simultaneously processed Skill Certification Badge requests, reviewed assessments, and provided follow-up communications while maintaining data accuracy.
• Monitor program progress ensuring they are meeting their goals and objectives.
  

• Led a team of 11 CSRs, driving performance that exceeded targets and KPIs.
• Analyzed production data and created insightful reports for senior management.
• Developed dashboards in Google Data Studio to track and communicate key performance metrics.
• Conducted performance reviews, coaching sessions, and streamlined the VTO process for the team.
• Maintained data accuracy and integrity using Google Sheets.
• Mentored and motivated the team, fostering skill development through certification programs.
• Collaborated effectively on team projects, demonstrating strong teamwork abilities.

• Managed 350+ customers & led team of 25 in onboarding, adoption, kick off, customer go-live & service automation.
• Increased customer satisfaction (CSAT) from 67% to 89% through process improvements & feedback analysis.
• Built department protocols for efficient customer engagement & aligned team goals with organizational objectives.
• Managed revenue models, streamlined operations & drove customer retention & growth strategies.
• Resolved high-profile customer issues & escalations to maintain relationships & boost recurring revenue.

• Last Mile CSAT - Improvement from 38% to 82%
• Escalation Management
• File and track tickets and follow up on productivity impacting issues
• Provide guidance and coaching to internal customers by interpreting programs and policies
• Selection, Training, Education of Differently Abled WishMasters
• Act as "Voice of Customer" in carrying out design & implementation of end to end customer journey
• Monitoring the service satisfaction of customers by conducting internal & interval surveys , cross referencing market best practices
• Assist in conducting root cause analysis and driving improvement plans
  Educated operations team on best practices, company policies and service excellence standards.
• Analyzed customer feedback and collaborated with other departments to implement improvements in product offerings and services.

Driving CSAT across the region in 88 locations

Driving Last Mile Operations KPI and reporting to leadership

Handling customer complaints,especially on Women Safety, theft and fraud

Tracking and reporting Service Delivery across branches