Jun 2016 – Aug 2018 · 2 yrs 2 mos · New Delhi Area, India

• Scramblo is an online marketplace; precisely an ed-tech startup with an intelligent platform designed to change the way today million of parents access child care services.
• On an average, a parent spends approx. 500 hours, a week's official leave, at least 15 applications, thousands on commute expenses and undergo lots of stress before finally deciding on a quality childcare.
• Scramblo does it all for you from standardizing quality benchmarks of the providers to performing periodic checks, from accessing reviews and ratings to booking a slot.
• Scramblo does the work for you and instantly simplifies your search, compare centers and a lot more. So instead of searching for long hours and wasting too much of your effort Scramblo makes it easy to find a quality childcare.
• We are a young parent-centric organization, our team is on a mission to bring safe,nurturing and affordable childcare to every parent in India.

Sep 2015 – Feb 2017 · 1 yr 5 mos · Noida Area, India

• Handling Pool of 50 Employees, roles i was responsible for-
• Taking pre-shift & post shift briefings and downloading major updates related to process and performance.
• To make sure that the calls gets answered within the threshold time and deliver the Service Level.
• Maintaining & delivering the required the AHT/OTC/APC as per the client expectations.
• To make sure agents are adhering to rosters and shift timings.
• Audit calls to help agents to reach the quality and closing CCIRs and wining the customer back.
• To ensure Order taking is as per the script and Call abandon % is below than 2% for the day.
• Taking Ops Interviews and giving Ops Induction rounds to hired batch. Taking Handover of the OJT batch and downloading necessary details for smooth startup.

Nov 2013 – Sep 2015 · 1 yr 10 mos · Noida Area, India

• Team Lead Handling Team of 30 Agents, major roles as a Team leader
• Mentoring the Employees,
• Coaching the agents about their performances.
• Responsible for Service level Agreements (SLA)
• Ensuring high team spirit and healthy internal competition.
• Taking escalated calls on the floor.
• Handling the customer and making the best relation between company and customer
• To do resource planning and plan cross training of team members and training of new team members.

Oct 2009 – Feb 2011 · 1 yr 4 mos · Mumbai

• Executive – BAND 3
• Whitney Process (eBay.com – Chat Support)
• Handle customer complains & queries of eBay.com Manage a high-volume workload within a deadline-driven environment.
• Successfully assisting & resolving customer complaints and queries.
• Helping eBay customers & sellers on listing items & on Auctions issues.
• Consistently meet and/or exceed supervisor expectations.

Mar 2007 – Apr 2009 · 2 yrs 1 mo · Noida Area, India

• Handle customer petitions, complaints from Pogo .com (an EA Games Portal) in which players file their complaints against other player for being abusive through their game play and also for their In-game Issues. Manage a high-volume workload within a deadline-driven environment.
• Successfully actioning customer complaints.
• Consistently meet and/or exceed supervisor expectations.
• Resolve and consistently meet performance benchmarks in all areas (No. of Logs, Accuracy, Production Hours, Quality etc.).