Global Tech Company 

Responded to the challenge through tiering up the language coverage into 4 levels of priority. Top priority languages hired, onboarded, and trained per the train-the-trainer model. Proceeded with hiring and onboarding lower priority languages, ramping up operations 8x times within 12 weeks. Collaborated with engineering, product, and program management functions on the client side to shape the workflow enhancements resulting in 20% agents’ efficiency boosting and decreased turn-around-time by 15%. Developed a set of reporting and process automation tools (dashboards, automation, KPIs tracking) and contributed to the further success of the client’s product. Helped client increase the quality of content served on their properties with 98% accuracy and cleared up the 6-month backlog of over 24M resulting in a 15% boost in product adoption. Helped the client save ~30% in costs compared to traditional BPO destinations.