• Collaborate with project managers and team members to develop project plans.• Create and maintain project schedules, including tasks, timelines, and milestones.• Schedule and organize meetings, including setting the agenda and distributing meeting minutes.• Monitor resource availability and make adjustments as necessary.• Identify potential project risks and issues.• Maintain a risk log and regularly update it.• Maintain project documentation, such as project plans, status reports, and change requests.• Identify and address project-related issues and conflicts.• Escalate issues to the project manager when necessary.• Use project management tools and software to track and report on project metrics.• Assist in closing out the project by ensuring all deliverables are met.• Ensure that all project documentation is properly archived.• Be flexible and adaptable, as projects often evolve and require adjustments.

• Handling incoming calls regarding technical issues and service related queries.• Contributed to a dynamic sales increase in 2016 by improving lead-generation and sales-tracking methods.• Retaining the customer by educating them about the services, features, offers and discounted price.• Reviewed and made adjustments to improve quality score.• Refunding the amount to customer as per company policies.• Sending the reports to internal team regarding the invalid concessions.• Ensured Client retention through Negotiating and convincing skills.• Handling new hire training and escalation calls.• Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.

• Investigated & understood key business issues, existing business models, and the data flow and provided clear and timely analysis/recommendations and improvements.• Supported operations and related processes.• Gap analysis and process optimization and implemented improvements.• Developed Management skills such as value-add, resource spent/time, a dollar spent/time, time to delivery, time to resolve, planned vs.• Worked as a liaison across Business owners and the Delivery team to facilitate successful execution of deliverables.• Established extensive procedures and policies for troubleshooting and resolving hardware and software issues.

• Handle customer inquiries, complaints, billing questions and payment extension/service requests.• Resolved an average of 350 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).• Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s mentors and trainers of both new and established employees.• Commended for initiative, persuasiveness, intense customer focus and dependability in performance evaluations.• Evaluated interactions between associates and customers to assess personnel performance and implement strategies for customer satisfaction improvement.• Informed customers of sales promotions and services, warranties or terms of sale, and refunds or exchanges.