Jul 2023 – Present · 2 yrs 11 mos · Bengaluru, Karnataka, India · Hybrid

• Strategy
• Fund Raising
• Operations
• Education

Mar 2022 – Jul 2023 · 1 yr 4 mos · Bengaluru, Karnataka, India · Hybrid

• Locus’ AI-powered dispatch management platform optimizes every element in last-mile logistics, saving operating costs, speeding up deliveries, and elevating the end-customer experience. I worked with customers to automate, optimize, and give the best solution to their last-mile logistics woes. I also
• 1. Onboarded new clients to the Locus platform, ensuring a smooth implementation process.
• 2. Developed and maintained strong relationships with existing customers to understand their business needs and challenges.
• 3. Acted as the primary point of contact for customers, addressing inquiries, and providing timely resolutions to issues.
• 4. Conducted regular check-ins with customers to gauge satisfaction, identify areas for improvement, and offer value-added solutions.
• 5. Collaborated with the sales team to identify upsell and cross-sell opportunities within the existing customer base.
• 6. Tracked customer metrics and success KPIs to measure performance and optimize customer experience.
• 7. Conducted customer training sessions, webinars, and workshops to increase product adoption and usage.
• 8. Worked closely with the product and development teams to communicate customer feedback and influence product enhancements.
• 9. Assisted in customer contract renewals, negotiations, and expansion opportunities.
• 10. Managed customer escalations and worked toward prompt issue resolution.
• 11. Conducted customer feedback surveys and analyzed the results to improve overall customer satisfaction.

Apr 2021 – Dec 2021 · 8 mos · India

• ZoomInfo Technologies Inc. is an American subscription-based software as a service (SaaS) company based in Vancouver, Washington that sells access to its database of information about business people and companies to sales, marketing, and recruiting professionals.
• 1. Was the POC for B2B Support for Zoominfo Chat. The support was on live chat or email.
• 2. Liasoned with the Product and Dev Team to escalate systemic issues and resolve customer queries.
• 3. Proactively identified issues and advised the customers accordingly while working on the backend to fix the same.
• 4. Helped customers with end-to-end setup on SSO with Zoominfo.
• 5. Created guides for SSO and ZI Chat support to help new hires ramp up.

Feb 2019 – Feb 2021 · 2 yrs

• 1. Finished 2019 and 2020 with a manager score of 4.7/5
• 2. I as the reporting manager for 23 CSE,s and supported a network of 1300 CSE’s across various sites across the world.
• 3. Global CS Lead for Amazon Live Events and SME for the same. Liaisoned with PM Team and the VPs in delivering smooth telecast of Live Events.
• Clients include Premier League, PGA, WTA, All England Lawn Tennis Association, NFL, 6 Nations Rugby Tournament, Democratic National Convention, Republican National Convention and NBA.
• 4. Was part of the process improvement team which developed the employee-manager and manager-sr. manager 1:1 portal, No and Repeat Contact Mining Portal, Minutes of Meeting Standardization, Business Review Standardization, etc.
• 5. Managed Job assignments on a day-to-day basis, monitoring performance on job or queue adherence, volume, and quality. Helped the team support cross-functional teams with accurate reporting and feedback.
• 6. Supported hiring and training of new associates. Also supported onboarding of new managers
• 7. Ensured productivity is maximized through supervision, training, analysis, and feedback of performance data on a periodic basis.
• 8. Developed the work schedule for the week by balancing work across various workflows and/or navigating competing delivery priorities. Ensured that the team followed it on a weekly basis
• 9. Liaised with Program Management and other global operations team leads to manage risks & propose mitigation strategies and tracked quality and utilization metrics
• 10. Filed and tracked tickets, followed up on blocks to productivity, provide regular, formal & informal feedback to direct reports and Identified and help implement process-related improvement using methodologies such as Kaizen, Six Sigma, or Lean.

Sep 2018 – Feb 2019 · 5 mos

• 1. Provide resolutions to escalations from customers.
• 2. Assist the associates with process expertise and timely help.
• 3. Escalate systemic issues and follow up with the relevant teams to resolve the said issues.
• 4. Served as an SME for new hires and cross-functional teams.
• Languages Supported: English, Hindi, and Telugu
• 5. Submitted product improvements for Kindle, Alexa, Amazon Music, Amazon Prime Video, and Echo Products.
• 6. Beta Lead for Audible India Launch. Listened to 1983 hours of content (highest) to submit feedback on customer experience, speech quality, text speed, and celebrity voice quality.
• 7. Was awarded the Customer Obsession Award three times for the months of October and November 2018, January 2019.

Apr 2016 – Aug 2018 · 2 yrs 4 mos

• 1. Cleared the IJP to join the L3 Digital and Devices Team.
• 2. Pilot Team for Tier II Support for customers from the US and UK. Support was for Fire Tablets, Kindle, Echo Devices, and Digital Subscriptions.
• 3. Served as Escalations Point for customers with complex devices issues.
• 4. Customer Obsession Award for the Month of September 2016, January 2017

Aug 2015 – Mar 2016 · 7 mos

• 1. Supported customers in the UK in their queries about order journey (WMS), Prime Membership, Seller Supported Orders.
• 2. Escalated Supply Chain issues to ensure smooth order delivery.
• 3. Submitted Refunds and Returns Feedback.
• 4. Supported Team from the US and AU during Peak.
• 5. Winner of the Hamilton Award (1) for the highest number of positive responses from customers.
• 6. Winner of the Vettel Award (3) for 2nd highest number of contacts resolved.
• 7. Winner of the Rosberg (1) for 3rd highest number of contacts resolved.
• 8. Finished top of the network (6000 Associates from 20+ sites) 4 times.

Mar 2015 – Aug 2015 · 5 mos

• 1. Interned as a Customer/Product Support Associate for Amazon India Marketplace.
• 2. Assisted Customers on calls, chats, and Emails on queries about product journey, prime membership, website navigation, returns and refunds.
• 3. Submitted feedback on websites to the product team.