Gever Bakwan

SME/ CoachFull Time

• Job Details:Coached agents through performance reviews, live feedback, and one-on-one sessions. Acted as SME for process updates, escalations, and complex customer issues. Led quality calibrations, tracked KPIs, and delivered targeted training sessions. Helped boost team productivity, accuracy, and customer satisfaction scores.

Recruitment CoordinatorFreelance / Project

• Job Details:Managed end-to-end hiring process for customer service and support roles. Screened CVs, conducted initial interviews, and coordinated with hiring teams. Built candidate pipelines using job boards, referrals, and social media. Ensured a smooth candidate experience and fast time-to-hire.

Travel ConsultantFull Time

• Job Details:Provided real-time travel support to customers via chat for flight bookings and changes. Handled complex itinerary issues, refunds, and cancellations with accuracy. Delivered high-quality service while managing multiple chat conversations. Consistently met performance KPIs including response time and customer satisfaction.