Monitored and analyzed bot interactions to improve service delivery and identify functional capabilities.Documented limitations and unsupported features in bot functionality to aid future enhancements.Utilized the Cyborg app to conduct in-depth analysis of conversation flows, optimizing user experience.Compiled and generated reports using Excel, leveraging macros for streamlined data management and reporting.

Walmart - VOC (Voice of Customer)Managed an average of 20 customer cases daily with a 98% accuracy rate, reducing cancellations and returns.Resolved negative customer reviews, enhancing overall customer satisfaction and brand loyalty.Improved product pages by optimizing titles, images, and descriptions for better customer engagement.Utilized tools such as iSAM, Editorial, Gscope, and Seller Centre to rectify product listing issues.Managed UPC mismatches to uphold marketplace integrity by unpublishing non-compliant listings.Collaborated with vendors and suppliers for effective issue resolution and operational alignment. Macy's - MCC, HBC, CM Streamlined contract management processes through macro implementation.Utilized Order Management System (OMS) tools for effective order tracking and operational efficiency.Analyzed data using Stella and Google Sheets to generate actionable insights.Managed product images via Workhorse and TITAN, ensuring accurate representation.Conducted competitor analysis to verify product matching and maintain market alignment.

• Streamlined resource coordination to optimize service delivery processes.• Successfully managed budget activities and secured NDA and RFI documentation for Resus projects, contributing to project cost-effectiveness.• Led strategies that resulted in a significant increase in sign-ups, positively impacting potential business generation.