Nadia Bhaday

Head of Operations @ First Contact BPO

About

With over 10 years of experience in the BPO industry, I am a customer care leader with COPC certification and expertise in managing customer service operations for various sectors and markets. I recently worked as a Senior Account Manager at Sutherland, where I led and supported customer care teams for retail, telecom, and CRM clients. My mission is to deliver exceptional customer service and ensure high customer satisfaction and loyalty. I have strong skills in people management, team building, relationship building, and COPC best practices. Some of my achievements include increasing the retention rate by 25%, reducing the average handling time by 15%, and securing a large contract renewal. I work with a team of talented and diverse professionals, and I partner with clients and stakeholders to optimize the customer experience and achieve the business goals.

Country

City

Honduras

Industry

Retail

Skill

Teamwork, Project Implementation, Customer Relationship Management (CRM), Call center management, Contact Center Management, Presentation Skills, Board Presentations, Problem Solving, Customer Service Management, Account Management, Communication, Leadership Development, Google Workspace, Project Management, Contact Centers, Change Management, Customer Support, Interpersonal Skills, Employee Engagement, Business-to-Business (B2B)