• Spearheaded and mentored a vendor in product/customer support with an employee base of 100+ Associates and senior support staff.• Provided service for Yahoo Small Business India customers with customer base of 18K+ while simultaneously handling partner management with Payment gateways, etc. • Complied and implemented GST on all invoices in collaboration with Yahoo India Finance team.• Led daily operations across diverse roles & responsibilities, supporting the team in delivering SLAs and achieving solution rate of 85%+.• Achieved and consistently maintained CSAT of 85% and transactional Net Promoter Score (NPS) from 18-22% to 38-46% from Oct 2018 to Mar 2019 by establishing and nurturing vendor relations.• Met agreed contractual deliverables by conducting thorough business reviews and governing site performance.• Maintained accurate records by carefully reviewing financial reports every month and investigating variances with the Accounting staff.• Enhanced tactical and strategic company plans by reinforcing performance metrics tracking and analysis.• Developed Standard Operating Procedures (SOP) using stakeholder, customer, and employee input, providing apt instruction for users.• Smoothened the process of decision-making with regard to services provided by facilitating customer profiling by breaking them down into groups of customers sharing similar goals and characteristics.• Motivated and mentored the team to maintain focus on proactiveness, accuracy, control, research, and prompt query resolution.• Managed 5+ projects streamlining and coordinating delivery performance, emphasizing quality parameters and reusability.• Empowered business operations by sharing best practices and ensuring effective internal customer service & relationship management.• Utilized the Progress-Plan-Problem model for addressing challenges and reviewing performance during weekly business review meets

• Scheduled and monitored queues in the phone as well as email for the Customer Experience team.• Focal Point of Contact for both escalations and front line for emerging issues.• Prepared and shared accurate reports at the process level with the management and Assistant Managers.• Organized and rendered training classes on job aids received from the Yahoo! Small Business US team on a weekly basis.