Sep 2021 – Jan 2025 · 3 yrs 4 mos · On-site

•  Proposing upsells and cross-sell of other offering products/services by keeping a holistic approach to business growth.
•  Ensure adherence to the escalation and operational procedures.
•  Involve in process improvement initiatives working with tech teams for automation.
•  Quality control [QC] the work of other associates to ensure 100% quality.
•  Ensure adherence to quality and TAT.
•  Facilitation of new joiner’s management and training related activities.
•  To ensure complete participation and contribution in organization/process level initiatives (Absenteeism, Attrition control, Wellbeing) that may be implemented from time to time to improve efficiency.
•  Tracking operational metrics on a day-to-day basis, maintaining SLAs & performing audits.
•  Managing team shrinkage and engaging team based on the activities assigned.
•  Preparing & presenting weekly/monthly and quarterly results (MIS – Reporting) to senior leadership.
•  Managing a team of 25 resources.
•  Handling Client Calls and periodically interacting with the middle
• and senior management of client companies.
•  Preparing the roster of the staff by accommodating in 24/7 hours in order to maintain latency & billing constraints.
•  To ensure that the internal/external targets are met and the team shows continuous improvement month on month.

Sep 2019 – Jan 2025 · 5 yrs 4 mos · On-site

•  Supporting and managing the team with process & product knowledge and ensuring to be on the same page.
•  Cascading Policy updates on a daily basis to the Team.
•  Participating in calibration sessions and Appeal Sessions with the clients on a grey area Content.
•  Working on agents' errors and knowing the Lack of any policy gap. Accordingly, Refreshers will be taken in time to improve the Quality.
•  Giving proper training on the New Process & Policy across the Locations and other Vendors too.
•  Handling Client calls and participating in Client Shadowing on the Process.
•  Keeping observation on Bottom Quartile performers and needed refreshers/training will be given to agents to improve the Quality and Feedback will be given on a daily basis.

Sep 2015 – Oct 2019 · 4 yrs 1 mo · On-site

•  Joined as an team member in 2015, worked on multiple projects in Google Adwords, Youtube Video Level.
•  Supported the team in the Process Level. Worked to achieve high advertiser satisfaction rates by providing optimal customer service.
•  Undertook risk surveys for all staff to assess level of understanding of risks.
•  Input advertiser information, call notes and personal data onto internal database.
•  Addressed technical difficulties by quickly identifying and troubleshooting advertiser issues to achieve timely first-time resolution.