May 2024 – Sep 2024 · 4 mos · Chandigarh, India · Remote

• Flipkart Voice Process

Oct 2023 – May 2024 · 7 mos · Kolkata, West Bengal, India · Remote

• Swiggy Process

Apr 2023 – Oct 2023 · 6 mos · Bhopal, Madhya Pradesh, India · Remote

• Zomato Delivery Partner Support (Zomato DP Support)
• Primary Responsibilities:
• Real-Time Issue Resolution
• I provided real-time support to Zomato Delivery Partners (DPs), ensuring that any on-ground issues—such as order delays, address problems, or payment concerns—were resolved swiftly via call or in-app chat.
• Multi-Party Coordination
• My role frequently involved coordinating between the delivery partner, merchant, and customer. I often managed three-way conference calls to resolve time-sensitive problems and ensure smooth order fulfillment.
• Merchant & Customer Support
• While my main focus was assisting delivery partners, I also communicated directly with merchants regarding order preparation delays, cancellations, or item unavailability. When required, I also updated or reassured customers to ensure a seamless experience.
• Problem Ownership
• I handled complex situations where immediate action was needed, including routing issues, app technical glitches, or incorrect order tagging. I stayed on the call or chat until the issue was fully resolved.
• Key Achievements:
• Resolved High-Impact Escalations
• Successfully handled hundreds of real-time escalations where all three parties—DP, merchant, and customer—were involved. My quick thinking and communication skills prevented potential order cancellations and poor user experiences.
• Cross-Functional Collaboration
• Built strong coordination skills by frequently engaging with internal teams like merchant operations and customer care to troubleshoot app or system-level issues in real time.
• Recognition for Real-Time Efficiency
• I was recognized internally for my ability to resolve complex issues without escalation, reducing downtime for delivery partners and maintaining service quality during peak hours.
• Enhanced Customer Satisfaction
• My proactive handling of complaints and delivery challenges helped boost customer satisfaction and delivery partner retention, especially during high-demand periods like weekends and holidays.

Dec 2022 – Apr 2023 · 4 mos · Noida, Uttar Pradesh, India · Remote

• As Customer Advisor – D2H Services
• Handling Customer Queries:
• I consistently manage incoming queries from customers regarding their D2H services. My primary responsibility is to ensure that each concern is addressed promptly, clearly, and with a customer-first approach.
• Technical Troubleshooting:
• A major part of my role involves guiding customers through step-by-step technical troubleshooting procedures. I help resolve issues such as signal loss, set-top box errors, channel unavailability, and connectivity problems.
• Service Activation & Deactivation Support:
• I assist customers with service activations, deactivations, and changes to their subscription plans. I ensure customers are fully informed about their options and help them make the best choices for their viewing preferences.
• Customer Satisfaction & Retention:
• I focus on delivering a positive customer experience by being patient, empathetic, and solution-oriented. This has helped me build trust with customers and contributed to improved satisfaction scores and retention rates.
• Escalation Handling:
• When required, I take ownership of escalated issues and ensure they are resolved efficiently. I work closely with technical teams and supervisors to follow up on complex cases until closure.
• Process Improvement Feedback:
• I regularly provide feedback to the technical and customer service teams based on recurring issues and customer suggestions, contributing to internal improvements and more effective troubleshooting scripts.
• Performance Achievements:
• I have consistently met or exceeded my monthly KPIs, including call resolution time, customer satisfaction ratings, and first-call resolution rate. My ability to stay calm under pressure has helped me manage high call volumes effectively during peak service periods.

Sep 2022 – Present · 3 yrs 9 mos

• As an independent social and legal activist, I work to protect consumer rights, promote accountability, and support social change. I actively call out unfair practices by companies, share transparent feedback publicly, and advocate for stronger consumer protection.
• Though I cannot disclose client or company names due to confidentiality, I have supported 100+ clients with successful outcomes, leading to improvements in services, policy changes, and responsible corporate behavior.
• My work is a mix of freelance services, advocacy collaborations, and contributions to NGOs and charitable initiatives.
• MY MOTO "Jab tak kuch Badlenge nahi Kuch Badlega Nahi"

Apr 2022 – Dec 2022 · 8 mos · Hyderabad, Telangana, India · Remote

• Flipkart Voice Process Providing Customer Support via Voice Calls
• I was responsible for assisting customers over phone calls as part of the Flipkart voice process. I handled various types of queries, including order tracking, payment issues, return and refund processes, and general inquiries. My goal was always to make sure each customer felt heard and satisfied by the end of the call.
• Resolving Issues and Handling Escalations
• I took pride in resolving customer concerns effectively—whether product-related or not—without the need to escalate the issue whenever possible. I stayed calm under pressure and worked with internal teams when necessary to ensure a smooth resolution.
• Sharing Accurate Information
• It was important for me to give customers clear and accurate information about products, policies, and promotions. I often helped customers understand things like return windows, warranty processes, and how to use certain features on the Flipkart app or website.
• Focusing on Customer Satisfaction
• I consistently aimed for high customer satisfaction by listening patiently, showing empathy, and finding the best possible solution. I met performance metrics like First Call Resolution (FCR), Customer Satisfaction Score (CSAT), and maintained an optimal Average Handling Time (AHT).
• Contributing During Peak Campaigns
• I actively supported special campaigns like Flipkart’s Big Billion Days, where call volumes were high and the pressure was intense. During these times, I remained focused and ensured customers received timely and quality support, even during peak hours.
• Improving Processes and Reporting
• I kept detailed records of all customer interactions and follow-ups using internal CRM tools. When I noticed recurring issues, I reported them to my supervisors, helping improve the overall support process and reduce repeat complaints.

Jan 2021 – Apr 2022 · 1 yr 3 mos · Gurugram, Haryana, India · Hybrid

• After proving myself in the Technical Support team through strong performance, technical knowledge, and reliability, I was promoted to the position of Account Manager. In this role, I took on greater responsibility by leading teams, managing workflows, and overseeing daily operations to ensure client satisfaction and internal efficiency.
• One of my main duties is to manage and coordinate team activities. I conduct regular team meetings to brief members on their tasks, clarify roles, and align everyone with project goals. I’m responsible for scheduling assignments, tracking progress, and making sure deadlines are met.
• I also handle documentation and reporting, maintaining accurate records and organizing essential data using Excel for easy access and analysis. Whether it’s client-related updates or internal operations, I ensure everything is documented properly and shared with relevant stakeholders.
• In addition to internal team management, I act as a point of contact between teams and clients, ensuring clear communication, issue resolution, and consistent service quality.
• This role has strengthened my skills in leadership, planning, communication, and data management, and it continues to grow my ability to balance people, process, and performance effectively.

Jan 2021 – Jun 2021 · 5 mos · Gurugram, Haryana, India · Hybrid

• As a member of the Technical Support team, my primary role is to resolve technical queries efficiently and provide timely assistance to users facing issues with hardware, software, or online platforms. I take pride in delivering clear, step-by-step solutions that help users get back on track with minimal downtime.
• I have handled a wide range of issues—from basic troubleshooting and connectivity problems to more complex system errors and platform-specific challenges. Whether working with students during online exams or supporting staff with remote tools, I ensure that every problem is addressed with patience, professionalism, and technical accuracy.
• In addition to direct support, I often assist with system setup, platform testing, and user guidance, especially during time-sensitive events like online assessments or official processes. My focus is always on providing reliable, user-friendly support that builds trust and ensures smooth operations.
• Through this role, I have developed strong problem-solving skills, clear communication, technical adaptability, and the ability to remain calm under pressure—qualities that are essential in a fast-paced technical support environment.

Oct 2020 – Jan 2021 · 3 mos · Gurugram, Haryana, India · Hybrid

• As an Exam Invigilator, I have managed and overseen prestigious national-level and government competitive examinations, including GATE, CAT, CA exams, and various Teachers’ Eligibility Tests. My responsibilities included ensuring that exams were conducted in a secure, fair, and organized manner, whether in physical centers or online formats.
• I played a vital role during the COVID-19 pandemic when many institutions shifted to online exams. I successfully adapted to this change by using remote proctoring tools and video monitoring platforms to prevent cheating and maintain the integrity of the examination process.
• In addition to monitoring candidates, I also ensured proper setup of the examination environment, verified candidate identities, enforced strict protocols, and provided clear instructions to both students and support staff. I regularly coordinated with exam authorities, technical teams, and supervisors to address and resolve issues in real time.
• My experience in managing high-stakes exams has helped me develop strong attention to detail, quick decision-making, and effective communication skills. I take pride in being trusted to handle critical assessments with professionalism and efficiency, contributing to the credibility of the examination system.

Aug 2020 – Oct 2020 · 2 mos · Gurugram, Haryana, India · Hybrid

• Conducting Online Exams:
• I was responsible for conducting multiple university and competitive exams, especially during the COVID-19 pandemic when institutions shifted to online formats.
• Monitoring for Cheating and Misconduct:
• I closely monitored students during exams to ensure they followed all rules and did not engage in any form of cheating. I used various online tools and techniques to observe student behavior and maintain exam integrity.
• Adapting to Online Exam Systems:
• When exams moved online, I quickly adapted to the new systems. I learned how to use different platforms effectively and helped ensure that exams ran smoothly and fairly.
• Coordination and Communication:
• I worked with faculty and technical teams to prepare for exams, troubleshoot technical problems, and make sure students had the support they needed during the exam process.
• Real-Time Problem Solving:
• During exams, I resolved issues quickly—whether it was a student facing connectivity problems or needing clarification on exam instructions. My quick response helped keep the process on track.
• Maintaining Exam Integrity:
• I took pride in making sure every exam I oversaw was secure, fair, and free from misconduct. My attention to detail and focus on fairness helped build trust in the online exam process.

Feb 2020 – Aug 2020 · 6 mos

• As a Subject Matter Expert (SME) in Computer Science at Chegg India, I provided academic support to students by delivering accurate, well-researched, and step-by-step solutions to their queries and assignments. My role required strong technical knowledge, analytical skills, and the ability to explain complex concepts in a simple and clear manner.

Oct 2018 – Feb 2019 · 4 mos · Kolkata, West Bengal, India · On-site

• I specialize in helping local businesses—especially shops and restaurants—establish a strong online presence through professional, user-friendly websites. My responsibilities include:
• Identifying Local Businesses: I research and reach out to local shops, cafes, restaurants, and service providers who can benefit from having an online presence.
• Consulting & Education: I connect with business owners to explain how a website can:
• Attract more local customers
• Improve trust and credibility
• Enable online reservations, orders, or product browsing
• Boost visibility on Google and local search
• Custom Web Development: After they agree, I provide tailored website plans and quotations based on their needs (e.g., one-page site, full eCommerce, menu showcase, etc.).
• Project Delivery:
• Design & development (mobile-optimized)
• Integration with Google Maps, social media, and review platforms
• Basic SEO setup and Google Business linking
• Ongoing Support & Management: I continue to manage and update the website, handle hosting and backups, and provide technical support as needed.
• Success Highlights:
• Developed mobile-friendly restaurant menus that increased bookings by 30%
• Helped a local bakery double online orders after launching an eCommerce site
• Created a digital booking system for a barbershop, reducing no-shows and missed calls
• Boosted local visibility on Google Search and Maps through SEO-friendly design and Google Business integration