Dec 2021 – Sep 2023 · 1 yr 9 mos · Bengaluru, Karnataka, India · On-site

• Successfully led a pilot campaign of over 300+ HC for a leading neo-bank
• Managed customer escalations across various channels such as phone, social media, client portal, and ombudsman
• Supervised a team of 25 L2 support associates who handled complex product categories such as transactions, fraud and risk, wealth, and more
• Established strong client-vendor relationships and ensured smooth communication and feedback
• Participated in the launch of new products for the customers and reviewed the SOP, training materials, and readiness training for each product
• Experience in CRM and ORM tools like Freshdesk Sprinklr alongside internal audit tools, Guru(KB), and telephony management through Avaya and Ozonetel

Aug 2020 – Dec 2021 · 1 yr 4 mos · Indore, Madhya Pradesh, India · On-site

• Responsibly managed a team of 25 resources with minimal shrinkage and attrition
• Nominated by operations to work with the client and train 115 resources for our latest queue (VIP support) with certification
• Took several initiatives to improve C-Sat scores and create a fun work environment
• Presented operations performance weekly to senior management
• Successfully delivered all client KPIs and internal KPIs while managing hygiene issues
• Analyzed client feedback, developed a proper action plan based on root cause analysis, and implemented it
• Experienced in working with CRM tools like Salesforce and Stripe, internal audit tools, and telephony management through Cisco.

Jan 2018 – Aug 2020 · 2 yrs 7 mos · Madhya Pradesh, India

• Led a team of over 20 members for an international campaign providing domain and web hosting services alongside business support.
• Managed day-to-day operations of the entire Chat LOB for the campaign while also supporting other channels like Voice and Online Ticketing
• Owned LOB's RnP performance and received rewards for four consecutive quarters
• Managed end-to-end TOPS implementation in the campaign
• Handled client management and reporting for quality and customer experience
• Conducted product training, pre-shift huddles, and refreshers
• Ensured overall process productivity, quality, and internal KPIs
• Experience in CRM tools like Salesforce, as well as internal audit tools (CCMS), Internal Support Page (KB), and telephony management through Avaya and Cisco

Mar 2017 – Oct 2017 · 7 mos · Bengaluru, Karnataka, India

• Conducted Regression and Functional Testing for the Client Application with the testing team
• Coordinated with the team in an Agile model, including scrum calls, retrospectives, etc.
• Managed the Topgear initiative, which includes upskilling through micro-project building.