• Responsible for Management of team and meeting Daily SLAs• Taking Care of escalations, interacting with clients in daily basis for the requirement of project executions.• Maintaining and circulating the Issue Log with the team.• Circulating the reports such as Incident Tracker, Daily Metrics, Productivity tracker etc to the clients.• Preparing the Shift roaster for the team and maintain the attendance records of the team.• Provided training to the new comers regarding the process and also will provide updates about the process to the existing people as well. • Identify business process challenges by analyzing process data and metrics.• Facilitate teams to critically review current processes for effectiveness, quality and simplification.• Develop and implement process solutions to improve operational efficiency.• Develop process workflow and design in compliance with regulatory requirements.• Provide training programs on new processes as needed.• Monitor and measure the benefits of post process implementation to ensure product quality, efficiency, and improvement.• Identify risks and issues in business processes and systems.

• Responsible for Management of team and meeting Daily SLAs• Taking Care of escalations, interacting with clients in daily basis for the requirement of project executions.• Maintaining and circulating the Issue Log with the team.• Circulating the reports such as Incident Tracker, Daily Metrics, Productivity tracker etc to the clients.• Preparing the Shift roaster for the team and maintain the attendance records of the team.• Provided training to the new comers regarding the process and also will provide updates about the process to the existing people as well. • Identify business process challenges by analyzing process data and metrics.• Facilitate teams to critically review current processes for effectiveness, quality and simplification.• Develop and implement process solutions to improve operational efficiency.• Develop process workflow and design in compliance with regulatory requirements.• Provide training programs on new processes as needed.• Monitor and measure the benefits of post process implementation to ensure product quality, efficiency, and improvement.• Identify risks and issues in business processes and systems.• Identify and analyze business processes to be improved.• Analyze operating data and statistics to identify opportunities, develop action plans, and implement process improvements.• Prepare business process reports for management and customers.• Maintain and update all the process related reports for reference purposes.• Develop in-depth knowledge of the organization’s business lines and products.• Assist in promoting the implementation of best practices.• Recommend innovative business and technical solutions to improve operational effectiveness.• Tools worked with : ADUC(Active Directory), Service now, SAP, VPN, RSA

• Working with Order processing team.• Taking clearance from concern teams before processing the order to assembling unit.• Working in B2B and B2C environment • Updating internal team regarding the order status via chat and email• Regular contact with the logistic team and carrier regarding the Order moments.• Updating customers regarding the status of the order and tracking details • Escalating the issue in case of spare parts shortage

• Responsible for Implementing web contents using content management system using Intranet portals : STEP, CQ (Staging & Production ), Scene 7, In-center) under given SLA timelines.• Responsible for pushing or publishing the edited web contents to live environment.• Participating in requirement / status calls with clients. • Worked in B2B environment • Worked with SEO Team frequently to implement the request for the website to be prioritize.• Writing Blogs on website about the product to make it eye catching to the customer.• Extensively used CRXDE for numerous sustainment issues.• Working closely with onsite and international teams to ensure timely migration of content. • Taking care of escalations with the process by interacting with clients and customers, process managers via call, chat and e-mail.• Conducting training sessions weekly with client SMEs, regarding the issues and to educate on newly launched tools.• Participated in Root Cause Analysis(RCA) discussion with internal team of managers, TL and Client.

• Helping Merchants with Technical issues related with Card Swiping Machine and Paynear Application(Installed in Android Phone).• E-Mailing and Chat process with concern departments regarding un-resolved query of merchants on call.• Interacting with sales persons and maintain the updates received from them regarding their daily schedule . • Checking and restoring the problematic device received from merchant by installing the software and required process .• Providing training for newly joined sales persons and candidates in operation team, about company product.• Taking care of Call Quality by analyzing recorded calls.