SHALIMAR KRUZSHAK

Analyze and update customer service policies to enhance business performance, resulting in a 10% increase in revenue.

Ensure high levels of customer satisfaction by maintaining professionalism when resolving customer concerns and collaborating with vendor supervisors to align and improve performance on shared goals and service delivery.

Direct operations, manage budgets to meet and exceed target objectives and take decisive actions to elevate team performance continually.

Build and lead highly skilled, motivated, and dedicated teams, facilitated regular development sessions, and provided coaching to support team growth.

Conduct trend analysis, review performance metrics to identify and address issues, and develop strategic action plans to drive behavioral improvements while providing technical expertise and interpreting company guidelines for practical application.

Cross-train employees to enhance team flexibility and efficient, establish clear objectives for team members, and ensure accountability.

Recruit, interview, and onboard employees. Implement mentoring programs to foster engagement. Train staff on equipment maintenance and lead skill-building exercises while setting performance goals and providing actionable feedback to support employee achievement.

Resolved employee payroll and benefit inquiries for 200 employees' payroll processing by entering data weekly in Workday.

Maintained payroll records, including new hires, terminations, w-4s, deductions and compensation changes in workday.

Administer required drug testing documentation to employees and managed incoming calls.

Processed employment verification in response to written requests, received and efficiently managed invoicing and billing processes.

Generated and analyzed real-time reports to effectively coordinate staffing and agent availability for 50 employees.

Recommended training opportunities during low-traffic periods to maximize company revenue while offering VTO as needed.

Collaborated with management to develop strategic and tactical plans to meet various requirements.

Oversaw real-time call traffic management across multiple contact centers and managed emails related to agent absences, overtime, shift swaps, breaks, and PTO requests to optimize workflow while updating schedules using Verint.

Streamline scheduling, skillset management, and forecasting tools for presentation to leadership.