• Experienced in Workforce Management, Data Analysis and Visualization using Advanced Excel,Power-BI, Tableau• Created daily and quarterly reports of ongoing projects, coordinating with service delivery for regularfollowups, planning and implementation• Worked as a part of Learning & Development team, using analytics solutions to help in overallorganizational development• Communicated with leadership team and other stakeholders on regular basis to facilitate change andprocess improvements• Collaborated with business leaders to determine scope of improvements and to help in desiredoutcomes• Received Exceptional Client Service and Spot Awards for extraordinary performance and bringinginnovative solutions

• Handled client queries for various technical fields• Manged a team of 10-15 people for chat support, mentoring and training them as per businessrequirements• Discussed and conceptualized appropriate solutions with technical and management teams• Received top performer award for maximum customer satisfaction and company profits

• Handled product queries and escalations through voice and mail support• Worked with other teams to product quality and support• Increased the customer satisfaction rate by decreasing the overall inflow of escalations, introducedchat support, documenting and creating new process flow• Awarded multiple times for performance excellence