Sep 2023 – Oct 2024 · 1 yr 1 mo · Bengaluru, Karnataka, India · On-site

• Reviewed and enhanced training programs to boost engagement, quality, learning outcomes, and retention. Spearheaded initiatives reducing merchant onboarding time by 30%, enhancing user experience. Managed complex program transfers by collaborating with various teams. Worked closely with Tech, Product, and Customer Support for seamless execution. Utilized regression analysis for data-driven decisions. Developed operational workflows for efficiency. Led KYC & VKYC processes, improving engagement and compliance. Contributed to knowledge and quality management systems.

Jun 2022 – Apr 2023 · 10 mos · Bengaluru, Karnataka, India · Hybrid

• Spearheaded initiatives to enhance CSAT and NPS, reduce contact rates, and improve disposition accuracy, collaborating with stakeholders to achieve goals. Managed data analysis projects from inception to completion, defining project scopes, timelines, and deliverables with cross-functional teams. Teamed up with Tech, Product, Business Development, and Operational teams to optimize contact ratios and cost per contact. Collaborated with VP, Directors, and Operational heads, managing a team of Analysts and Trainers to improve quality performance through coaching and skill development. Led automation initiatives, significantly decreasing manual workload.

Dec 2019 – Jun 2022 · 2 yrs 6 mos · Bengaluru, Karnataka, India

• Developed and implemented Standard Operating Procedures (SOPs) for communication channels and the quality tool TransMon, optimizing operational efficiency.
• Created and executed QMS and LMS, while also doing TTT, TTQ, TNI and audit the auditors.
• Led projects to improve service quality by analysing CSAT scores and disposition errors, resulting in enhanced customer satisfaction and operational performance.
• Conducted analysis and audits of calls, chats, emails, escalations, and social media interactions, providing real-time updates to stakeholders to improve service performance.
• Managed quality and training team of vendor departments like Tech Mahindra, Radical Minds, ICCS, etc.
• Was a regular part of Weekly Business Reviews of vendor business partners.
• Been to Mumbai to train the quality and training team.

Sep 2018 – Dec 2019 · 1 yr 3 mos · Bengaluru, Karnataka, India · On-site

• Designed and implemented business intelligence solutions that transformed raw data into meaningful insights
• To ensure service quality and consistency, worked closely with the Training & Quality team to create and streamline SOPs and templates.
• Created interactive dashboards using Tableau to present key performance indicators to stakeholders, improving data accessibility
• Worked with cross-functional teams to resolve high-priority cases, including P0 and CEO escalations, through support portals.

Jan 2016 – Aug 2018 · 2 yrs 7 mos · Bengaluru, Karnataka, India · On-site

• Generating leads and interacting via e-mails with the customers .
• On-boarded new merchants to Amazon.in site and provided support from on-boarding to product launch and cataloging.
• Provided accurate and timely responses through all communication channels including calls, email, and chat.
• Maintained advanced product knowledge to ensure customers received accurate information.
• Managed the progress and resolution of complex customer issues across multiple teams within TAT.
• Provided detailed product information to customers to support informed decision-making.
• Consistently exceeded productivity targets month-on-month through efficient customer service.