Nov 2021 – Nov 2022 · 1 yr · Bengaluru, Karnataka, India

• Managing a team of 20 to improve the customer experience in returns.
• Single point of contact for stakeholders for all program-related attributes
• Enhancing real-time agent productivity by implementing automated dashboards to drive the SLA's process and eliminate manual work.
• Improved overall score on C-SAT over the course of 4 weeks, moving it from 60% to 75%
• Repeat reduction and FCR improvement by fixing the app issues
• Organizing Rewards and Recognition for the floor

Feb 2019 – Oct 2021 · 2 yrs 8 mos · Bengaluru, Karnataka, India

• Handling all the escalation cases for different LOB sent by the customer support team and resolving the issue within the given timeline.
• Successful Launched the Vidarbha process and a Pilot Batch, led a team of 6 members, handled the buyer's end-to-end requirements and gave them a good quality of experience.

Sep 2018 – Jan 2019 · 4 mos · Bengaluru, Karnataka, India

• Educate current and potential customers with product and service information.
• Handling customer queries on Web Chat.
• Communicate with the customer in real-time.

Jan 2017 – Jun 2018 · 1 yr 5 mos · Bengaluru, Karnataka, India

• Interacted with approximately 30 customers daily, building a strong customer base through providing personalized product guidance, resolving issues, and following up on purchases. Resolving customer queries and providing them with proper resolution.
• Drove sales through up-selling products based on customers past purchases and preferences.

Apr 2014 – Oct 2015 · 1 yr 6 mos · Bengaluru, Karnataka, India

• Taking incoming calls, resolving customer queries, providing them with proper resolution, and satisfying customer needs.
• Providing good quality calls with good communication skills and interaction skills.