(TechMahindra- Noida) Flipkart Process Since May 2019.Went through Internal training (Bangalore team) for a month or two ( complete process training) for example (Order Status Check , Delay in Delivery, Refund Status Check, familiar with terms e.g : Bulk Cancelations, MP cancelations, shield cancelations ,MPS ,large Category and Non- Large Category of products ,FK Assured sellers and many others topics covered like EMI related Issues, Prexo) Got Certified from Bangalore Flipkart Team in July.2019Got Promoted as a SME (Subject Matter Expert) within 6 months (IJP- floated across all centers in India)Was given a Batch of 30+ CCE , worked with the Trainer in initial stage, covered major topics of major call Driver’s. Managed attendance and conducted Role Plays with them. Managed there Transportation Issues of the team and HR related issues by coordinating with respected Department. Played an important part of the Quality Session – During the training of my team , and Supported AM’s and TL’s who were new to the process . Once advisors are through with their Certification advisors were handed over to Operations. Scheduling Rosters of the advisors (considering preferred weekly off’s ) in advance for WFM approval Handled shift adherence . (login and logout on time , breaks ) Conducted in- person, meeting with the complete team , setting process and my expectations and trying to Understand them and their expectation from me and process. Took Escalations Calls Management , Floor Management , Team Management , Assessments Management. Making sure their e-learning module an assessments to be completed on time . Shared My Observations feedback about, D-Sat Analysis by auditing calls , Random Call audits , (long and Short calls ). Rewarded as SME of the Year -2020.

Presently responsible to provide excellent on-line chat support, working as a Sr.Chat Specialist for New Chic.com ( Hong Kong- Based Company ) and was also associated with Yalla Compare .com which provided all kind of Insurances ( Dubai Based Company ) Handling primarily document chasing , inbound calls and Outbound calls and was promoted as in-charge for cancellations and refunds ,maintaining client SLA , by providing on call resolution and creating follow-up cases. Handled and resolved all customer complaints and related Queries, maintain a healthy and a long term relationship with clients . Maintained a the good quality score and adhered to all the Insurance policies and compliance ,in given period of time, initially was associated with Stand Up Wireless Process and Wasatcht.com process as well (Both USA based companies ) since 2015

CRM -Responsible for Patients and their attendants grievances and coordinating between doctors, Billing ,Housekeeping , Nursing , Pharmacy and other Hospital related Departments. Handled Critical Billing related grievances e.g discounts, corrections, Handling Revenue Collections related issues, with soft skills Co-ordination between Medico legal Dept, Emergencies and Medical Insurances Dept. and Maintaining Corporate Relationships reporting periodically to the corporate office. Ensuring Compliance and Hospital guidelines (NABH) Motivate immediate subordinates as well as all the staff of Unit to take on higher responsibilities and perform at the highest level. Provide training, mentoring support where needed Monitor the delivery of clinical, nursing and support services of the Unit and Monitor patient care and patient satisfaction levels at the Unit. Had to deal one o one with Attendants from Rural and Urban back Ground - Resolved Billing related Issues Procedure related Issues Psychological Issues ( e.g doubts related to Blood Donations , vaccine related , others ) Was very much involved in Bariatric Dept. - aware about the major Pre Ops -NP related Issues Was very much a part of every campaign (blood Donations and others ) - Had to make attendants aware of Charges related to the procedures e.g : Implants used in Craniotomy ,Stunts used in Angioplasty or Stunts used in Renal Procedure and many others ) Had closely worked with Smile Movement/Dental Surgeries and Oral Care. Recruitment for candidate for Billing, Reception, Pharmacy, Housekeeping

CRM - Amazon US - Responsible to improve Quality Scores for the entire process , focusing on teams assigned. Call Listening , handled No mining, Customer Complaints, Live / relay monitoring s done. Responsible for reducing the repeat percentage, focusing on complete and accurate information given on calls ,Responsible for sharing appropriate feedbacks, within timelines as per the BPMS Process. Conducting Product Refreshers and updates. Validate Performance Metrics on Daily, Weekly and Monthly basis focusing on all BQ’ s. -Conducting Quality Session following the legend religiously for all the LOB’s. - Handled NHT batches ,pro-actively involved in conducting Role –Plays. with OJT Batches in preparation for the next level. -Certified from client conducted the final Certification. -Created Reports and Dashboards Published e.g.( Internal Quality Dashboard ) , and Client Scores , Performance Index , floor observation Maintaining QA‘s Productivity tracker on daily basis. Prepared the Monitoring Plan for the month (including vintage). - Mastered the Calibrations made sure that NO variances are recorded. - Worked upon RTR process as per the BPMS ,To ensure Compliance is being followed according to severity metrics e. g No Response calls , short calls ,call drop. Responsible to ensure that Quality team is in GREEN during the ( internal & external ) audits- To improve Quality Scores.