• Handled the transition team.• Mentor - Assisting the TL in monitoring calls of the new joinees on the floor and provide required feedback from Quality aspect and also assisted them in reducing their AHT.• SME (Subject matter expert) - Worked as a SME for 1 year and 6 months.• Providing feedback to the agents in the fishbowl (Transition Period).• Steer the overall performance improvement in alignment with quality.• Monitoring calls & providing constructive feedback to agents highlighting their positives and deriving an action plan to overcome their shortfall.• Identifying outliers and coaching them.--------------------------- • Providing inbound customer service for a Irish Telecommunication Company.• Mentor - Assisting the TL in monitoring calls of the new joinees on the floor and provide required feedback from Quality aspect and also assisted them in reducing their AHT.• Improving the outliers.-----------------------