– Present

• Responded to customer inquiries and complaints via phone, email, and chat. Collaborated with cross-functional teams to resolve complex issues.

Jun 2022 – Present · 3 yrs 9 mos

• Promoted to Quality Analyst in recognition of consistent high performance and strong customer service skills. Audited inbound and outbound calls and provided constructive feedback to advisors to improve service quality. Collaborated with cross‑functional teams to resolve complex customer and process issues. Acted as floor support in the absence of team leaders, ensuring smooth operations and guidance for staff. Conducted process audits to identify gaps and recommended corrective actions for improvement. Documented new processes, prepared “Did You Know” (DYK) guides, and shared updates with the team. Delivered training sessions and quality refreshers for new joiners to strengthen onboarding and performance. Provided actionable feedback to management to enhance customer service processes and overall efficiency. Partnered with team leaders in calibration sessions to maintain consistency in quality standards.

– Present

• Handled inbound and outbound customer service calls to retain clients. Achieved 100% of monthly retention targets through effective problem-solving and relationship building. Provided feedback to management to improve customer service processes. Collaborated with cross-functional teams to resolve complex issues. Daily DYK huddles Taken for Team. Samples audit done for Retention calls of BCP team. Floor support/ Assistance. Retention sessions take for BCP to increase Retention count.

Nov 2021 – Jun 2022 · 7 mos

• Handled inbound and outbound customer service calls to retain clients. Achieved 100% of monthly retention targets through effective problem-solving and relationship building. Provided feedback to management to improve customer service processes. Collaborated with cross-functional teams to resolve complex issues.