Geeta Vyshnavasree Nallam Setty

Directed a team of 25 associates in a 24/7 contact center, ensuring SLA compliance, and consistently high CSAT scores.
Facilitated weekly team huddles and one-on-one coaching sessions to enhance performance, boost engagement, and improve overall team effectiveness.
Achieved a 3% reduction in consult rate, and a 2.65% decrease in transfer rate by conducting root cause analyses and streamlining support workflows.
Partnered with cross-functional teams to optimize staffing models, strengthen training programs, and refine quality assurance practices.
Leveraged Salesforce and Zendesk to track live dashboards, manage escalations proactively, and ensure seamless customer resolution.

Resolved vendor issues in the B2B process by managing real-time support through chat and email channels.
Facilitated smooth customer onboarding by validating documents and ensuring accurate registration.
Maintained and monitored sales and credit records to support compliance and business continuity.
Coordinated between vendors and internal teams to accelerate issue resolution and strengthen partner relationships.
Set a record by successfully onboarding 26 customers in one day on the Netmeds B2B platform, demonstrating efficiency, attention to detail, and strong vendor relationship management.

Executed client-defined protocols to deliver personalized financial services, ensuring precision in guidance and consistently high customer satisfaction.
Recommended tailored banking solutions to customers with advanced financial needs, effectively building trust and long-term loyalty.
Capitalized on upselling and cross-selling opportunities by analyzing customer requirements and aligning them with relevant offerings, resulting in increased wallet share and product adoption.
Consecutive sales topper for 5 months in concentrix(KVB).

Supervised and guided a team of 8 employees, ensuring timely and accurate task execution while upholding service standards.
Collaborated with cross-functional teams to guarantee smooth and accurate delivery of products and services to customers.
Contributed to sales growth by driving both FTD and MTD performance, strengthening overall business outcomes.