- As member of tier-02 tech team, responsible for sorting out telecommunication service issues on customers devices. - As one of the supervisors on floor, tasked to ensure other analysts are carrying out communications as per the set standards. - Responsible for carrying out backend tasks, and taking actions on customer's phone numbers.

- Develop an understanding of company products to meet the company's current and future needs and convey those to customers from the United States.- Share responsibility for the product experience and have the expertise to optimize things from a customer perspective.- Responsible for handling questions, comments and complaints regarding our services via live chat.- Following-up with the customers regarding unresolved queries, issues with the services and communicate our service offerings via emails on daily basis.- Carrying out customer requests as stated in real-time to create an ideal experience and creating escalations if unable to resolve.

- Building and Nurturing connections with corporate decision-makers to sell various services/products and to ensure client retention. - Creating, coordinating and implementing Key Performance Indicators (KPIs) while simultenously ensuring performance improvement. - Responsible for managing every aspect of the employment process, including orientation and training new staff members. - Responsible for creating Training & Development strategies as well as developing Quality Assurance metrics through calibration to ensure smooth operations. - Managing day-to-day operations by ensuring sufficient head count, conduct weekly performance review meetings with suboordinates, overlooking internal and external audits, relaying product and client information.

- Develop and implement HR strategies and initiatives aligned with the overall business strategy. Overlooking management and employee relations by addressing demands, grievances, or other issues. - Develop and monitor overall HR strategies, systems, tactics, and procedures across the organization. - Coordinating and managing the recruitment, selection, internal promotions, and demotion processes alongside the Operations department. - Ability to manage, communicate and coordinate with leadership teams and ensure smooth & strategic partnerships with various business processes. - Ability to handle pressure, solve complex problems, and manage multiple positions at the same time. - Conducting new employee hire training, and orientations and building trusted relationships across various hierarchies within the organization. - Oversee and manage a performance appraisal system that drives high performance. Introduce and Implement companywide KPIs.

- Responsible for ensuring required CSAT/AHT targets are met for the assigned team members as well as managing absenteeism, shifts, shrinkage and adhering to client/company processes to ensure compliance as per our SLA. - Coordinating with management team to ensure adherence to complete in-house trainings (TMS and Litmos etc.) - Conduct weekly workshops (training sessions) for under-performing agents and ensure that they secure sufficient CSAT scores in the succeeding week. - Conduct on-floor huddles for relaying any crucial or important client updates regarding product knowledge. - Coordinating with the support departments such as admin team, for issues regarding company transportation, IT team, for all the technical issues with our workstations and Workforce Management team, for any over-time, offline hour’s requirement to ensure that operations are smooth. - Conduct weekly planning meeting with planning and production team to ensure maximum utilization of resources and circulate its meeting minutes.- As a compliance & HR head from my department, my job was to ensure timely conclusion of cases raised by them for either lapses in product knowledge or disciplinary measures to deploy as well as to raise discrepancies, if any. - Responsible for managing on-floor operations which include, (on-floor support, relaying client updates/notifications/in-house activities in real-time, carry out evaluations/audits and deploy corrective measures in case of any policy breach).

- Responsible for taking care of offline escalations [processing compensations and creating JIRA (technical) tickets] and live chat and email escalations while maintaining a daily log of valid/invalid escalations. - Relaying updates/activities in real-time to on-floor agents and managing the on-floor support. - Communicating product updates to employees present on-floor to spread awareness. - Maintaining logs of valid/invalid escalations for visibility so we can highlight invalid escalations for rectification purposes.

- Working as a customer support specialist for Walmart.com. - Responsible for actively corresponding with customers through emails and resolving their complaints, answering queries/concerns while simultaneously adhering to the set SOPs. - Tasked with maintaining high customer satisfaction ratio and significantly lowering average handling time by using efficient verbiages and quick navigation skills.

- Worked as a Training & Development Lead and a Client Relations Coordinator. - Coordinating and corresponding with our Clients over the phone/email, conducting in-house training/refresher sessions and supervising internal QA/Audit. - Deploying and introducing various methods, verbiages to improve navigation skills, phrasing chats/emails, and gaining a positive customer feedback for the support provided. - Managing shifts, leaves, and day-to-day operations.