- Monitor surveillance footage for an unattended retail store and provide real-time assistance to customers via chat.- Collaborate seamlessly with the technical support team to resolve issues promptly.- Ensure strict adherence to company policies and industry regulations.- Generate comprehensive reports on losses and recovery.- Review store transactions and file detailed reports on item discrepancies for financial recovery.- Ensure timely responses to customer inquiries, adhering to response time metrics and customer satisfaction (CSAT) standards.- Analyze data to identify patterns and develop actionable insights.

- Handled chats from 200+ countries for an Fintech Industry.- Enhanced customer experience by implementing new standards of delivering - Investigated and troubleshoot customer issues, ensuring effective resolution and customer satisfaction.- Proactively identify patterns and trends in customer issues to contribute to continuous improvement initiatives and optimize support processes.- Collaborated consistent productivity and per customer handling time, by implementing new sets of norms.- Handled a high volume of customer inquiries, demonstrating exceptional problem-solving skills to resolve issues efficiently.- Developed a deep understanding of the company's products and services, effectively communicating their value to customers.- Mentored new members of team to enhance and keep delivering consistent customer experience through out.

- Coordinate with External and internal customers and do the thorough Analysis - To ensure the complete closure of the complaint/SR within a pre-defined TAT by the team and setting higher standards of self-performance- To acknowledge complaints received from senior management.- Analysed trends and developed strategies to cope with the new trends and business loss.- Developed resources for the team to adhere to the regulatory SLA.- Mentored teammates with new skills and resolving customer's concern to ensure delivery of quality service.