Evelyn

CUSTOMER SERVICE TEAM LEAD

Led and coached 50 remote agents, driving exceptional performance improvements. • Key Achievement: Implemented two Green Belt projects that revolutionized team metrics. Within two months: CSAT 52%→75%, NPS 63%→72%, FCR 58%→86%, AHT reduced by 50%. By month three: 92% CSAT, 87% NPS, 96% FCR, AHT <500 sec. • Scaled methodology to 400+ agents and 3 managers via weekly training and daily sprints. • Conducted call monitoring, real-time feedback, and personalized coaching. • Led client meetings to ali