Collaborated with learning and development team to conduct skill-based trainings at HYD.I owned the operational delivery on process for ~60 associates on SLA, quality and throughput, ensuring to meet goals per OP2 through strategic planning of headcount, training, and daily operations. My role included identification and promotion of the best talent on a quarterly cycle. In addition to above par delivery on my key KPI as an L4 team manager, I have:Created a specialty content team of ~15 members combining similar skill sets across different marketplaces like UK, Australia and Canada, including non-English marketplaces like Germany and Italy, to create a diverse and yet multi skilled team who would support similar tasks aimed at working to develop Alexa’s performance at providing factually correct answers and reducing her friction score (i.e. the number of times she would say “I do not know that”. This included creating their metric for quality and SLA and setting up channels of seamless communication between the customers across continents and my team.Combined project management, process management and people management in managing the Specialty team in Q1 and Q2, 2019, leading the launch of 2 new interfaces, a new queue mechanism and a new routing mechanism with minimal impact to quality and SLA, for a team that moved from a HC of 23 to 55 while these changes and tools were being implemented within a span of 2 months through meticulous, strategic planning with all key stakeholders.Additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees and resolving conflicts.

Customer Service : (June’13-July 17) • Worked as a Training Specialist in Customer Service. Launched the UK Process in the PNQ10 site by training the batches on the process and also upskilling the resolution specialists for smooth functioning of future batches.• Taking care of the onboarding process for the new hires. (Orientation, coordinating with Bank representatives, Transport and other internal departments to make sure the onboarding goes smoothly)• Supported the chat and email batches as SME (subject matter expert).• Maintaining maximum customer satisfaction by ensuring quality & timely services.• Rendering quality service in handling all kinds of people and assisting them with voice and non-voice accordingly. Effective maintaining service level area.

• Worked as an Inbound Technical Support Executive for Dell XPS Laptops and Desktops• Moved to a Case Management Team after 6 months of calling based on the Customer Experience Scores and External Resolution Performance. As a part of the case manager's team, I had the responsibility to monitor hygiene metrics.• Worked with the Resolution Specialist Manager and Area Manager on improving the hygiene with regards to the customer’s details. Designed the Case Logging Tool for the floor to capture all the required content needed for an inbound resolution expert.• Publishing report with regards to the Platinum customer , resolve rate and probable customer score every day for each and every team

Job Profile: Customer and Technical Support Representative:• Deliver world class customer service and build customer satisfaction and loyalty.• Provide effective and timely resolution of a range of customer inquiries and strive for one - call resolution of customer issues.• Strike a positive and cooperative tone both with customers and co-workers.• Demonstrate best judgment in the disbursement of adjustments and credits.• Increase the customer experience by providing information on new products, rate plans and services through up selling opportunities. Address Customer’s pre-sales and post-sales queries via calls