• Lead a team of 10 to handle customer inquiries via chat, email and inbound/outbound calls for Redberyl, Vivo and Realme loyalty programs.• Ensured data integrity for loyalty program security by implementing a robust customer data verification process, working closely with stakeholders to reduce onboarding time by 30% and maintain data accuracy during member transitions.• Optimized processes and developed MIS reports, leading to a 20% increase in team efficiency and a 15% reduction in turnaround time.• Streamlined operations using problem-solving technology, resulting in a 25% reduction in input errors and a 20% improvement in resolution rates.• Enhanced customer engagement and loyalty by 30% across all 3 brands, leveraging customer insights and fostering cross-functional relationships.• Utilized MIS data and background checks to improve after-sales support, achieving a 15% increase in customer satisfaction.• Implemented a customer success strategy by integrating background checks into the onboarding process, ensuring a positive long-term loyalty experience.

• Managed customer inquiries for Samsung, Vivo, and Realme loyalty programs via voice and email support.• Handled 150+ customer requests daily, achieving a 90% first contact resolution rate and maintaining a response time of less than 24 hours.• Developed and implemented email templates and workflows to streamline the mail process, enhancing efficiency.• Conducted follow-up calls to ensure issue resolution, leading to a 25% improvement in post-call satisfaction.• Created and maintained detailed CRM reports to track interactions, resolve issues, and update customer loyalty statuses.• Collaborated with cross-functional teams to enhance loyalty program operations, resulting in a 30% increase in customer engagement and retention.