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Reviewed mailbox and Microsoft Teams daily to identify priorities, follow-ups, and action items
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Shared daily case counts with the team, highlighting breaching cases requiring immediate attention
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Circulated productivity reports to support performance tracking and improvement
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Maintained attendance and GPH leave trackers to ensure workforce accuracy
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Updated operational reports including DMS and 3x3 metrics for leadership visibility
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Prepared and presented daily operational updates in meetings with process leads
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Monitored and resolved "on hold" cases to ensure timely closure
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Managed and prioritized case queues to meet SLA targets
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Conducted daily team huddles to address process challenges and share updates
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Designed and implemented a dashboard to enhance visibility of key operational metrics
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Acted as the primary point of contact for team queries, providing support or escalating as needed
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Performed quality audits to ensure compliance, accuracy, and service excellence
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Coordinated with clients via email, MS Teams, and calls for escalations and knowledge transfers
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Prepared and updated SOPs; managed knowledge transfer activities and participated in calibration calls
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Recognized as Superstar of the Month (September) for successful process transitions
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Awarded High Performer for Q4 2024 and Q1 2025 for consistent excellence and impact
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Commended for effectively managing two teams simultaneously