Garima Tamang Lama

Developed individual and team KPIs to enhance both team performance and personal growth. Hired, trained, and coached Customer Service Representatives, Assistants, Junior Executives, and Senior Assistant staff. Resolved escalated customer complaints efficiently, ensuring high service quality. Created and implemented call center scripts and daily issue reports by analyzing calls. Facilitated inter-department communication to streamline operations. Managed CSR rosters and acted as the point of contact during the absence of the Senior Executive. Contributed to training structures covering product knowledge, soft skills, and personal growth programs.

Completed a one-month internship in the CSR department. Gained practical experience handling live chats and customer inquiries. Learned about service quality, communication standards, and self-confidence. Collaborated with experienced mentors to understand customer engagement and operational excellence.