Leading a team of 15 member to drive the high quality performance on social media escalation calls.- On an average team use to handle ~350 case per day to ensure customer issues are addressed.- We could deliver good resolution rate at 85% on customer experience.- Q2R was trending at ~180 hrs - In month team was capable to get 100+ Appreciation on Social platform, out of that we use to have 10 customer bliss.- Based on Cx VOC we use to fix least 5 problems in process. ( Catalog error, process gap & tech issue )

- Manage all report, like in an out of day to day complaints & query's.- Sending over all complaints report to managers.- Handling high level escalations. - Helping out my colleague with any sort of query's, which they have related to customer concerns. - Floor support ( Acting like a lead ). - Working on projects like; High ageing cases to find out a alternative and close it on priority to gain customer trust.

Doing follow up's and updating all customer complaints and queries in tracker. (Back end Support)