Shreya Mishra

Team Lead - Operations @Etech Global Services

Gandhinagar, IN

Led people management and shift-based headcount planning to optimize team performance and operational efficiency.Managed service level agreements (SLAs) and ensured team productivity within required benchmarks.Oversaw Tier 1 and Tier 2 customer support operations, driving consistent service delivery.Monitored and analyzed KPIs including member satisfaction score, resolution rate, first contact resolution (FCR), and team efficiency metrics.Maintained high-quality standards through regular performance reviews and quality assurance initiatives.Implemented bottom quartile management strategies to identify and address underperformance using data-driven insights.Conducted compliance checks in accordance with client and regulatory requirements.Delivered real-time feedback to agents, focusing on areas for improvement and coaching efficacy.Provided ongoing feedback to client and management regarding process gaps and recommended solutions.Facilitated continuous coaching and development programs to sustain high team performance.Coordinated client calibration sessions to ensure alignment on expectations and service outcomes.Assumed additional responsibilities as needed to support business objectives.Conducted weekly and monthly performance reviews to track progress and drive continuous improvement.Performed back-end supply chain logistics operations to ensure seamless workflow and process efficiency.Executed compliance audits to verify adherence to regulatory and company standards within supply chain operations.

Institute of Hotel Management (IHM) Ahmedabad

Bachelor of science in H&HA