Key Roles - Customer Service Specialist, Functional ManagerManaged customer calls, services, follow-ups, and customer relations, handled data for 4000+ customers, followed up on service requests, and collected revenue, achieving a 62% customer retention rate.Managed vendor communications and payments, provided employee training, prepared training scripts, and maintained warehouse inventory.Devised customer service scripts, enhancing engagement, and improving customer interaction. Trained new hires in customer service excellence, focusing on effective communication and operating procedures.Analyzed call data, identified trends, and formulated strategies to optimize customer interactions. Collaborated with the team to develop innovative customer service solutions, enhancing overall efficiency.Led the development and design of user-centric mobile application, ensured seamless digital experiences. Executed data-driven improvements to ad creatives and social media creatives.Implemented effective SEO strategies and enhancing online visibility by improving Google accounts. Ran paid advertising campaigns on platforms like Google Ads.

EAP Counselors, focus on providing counseling support and at the moment counseling support for clients, via telephone counseling, video counseling, and email resource support. Also, provide services available through the Employee assistance program.Provided telephone counseling and support to a diverse clientele from the U.S.A., UK, India, and Ireland, collaborating with international teams to address psychological and mental distress in clients.Utilized active listening and counseling skills to address psychological distress, guiding customers to appropriate resources, and conducting intake counseling for customers seeking services through the EAP program.Facilitated connections with mental health services, maintained confidential customer records and engaged with government organizations in high-risk situations.Managed client relations and experience, and achieved a high rating in satisfaction, and service provided. Orchestrated team efforts in resolving complex customer issues, and emergency and high-risk calls, to ensure positive outcomes, while guaranteeing protocols and compliances are followed.

Collaborated with the site manager and offered counseling and psycho-education to clients grappling with substance abuse and addiction issues.Conducted both individual and group therapy sessions to address addiction-related concerns.Provided Pscyho-education to clients on addiction issues and how to better manage them.

Provided individual counseling, career guidance, and personal guidance to adolescents at the university and high school levels.Conducted necessary follow-ups with faculty to ensure the positive growth of the students.Delivered psycho-educational modules tailored for specific student groups, on leadership development, time management, etc.

H2S Site Specialist, focuses on safety parameters related to Hydrogen Sulphide, emergency protocols during H2S release, training for emergencies, training to use H2S safety equipment, and liaising with site foreman, supervisors, and Safety Officers, in all matters concerning H2S Safety.Ensured crew safety during H2S and gas emergencies for prominent clients, including Saudi Aramco, Schlumberger, and Baker Hughes, across various oil and gas projects, such as land rigs and well-testing sites.Managed, maintained, and calibrated H2S safety equipment, obtained essential certifications (H2S, First Aid, Fire Safety, CPR), and ensured safety compliance across multiple well sites and Rig Sites.Spearheaded safety initiatives in high-profile projects, such as well-fracking and coil tube drilling, focusing on safety protocols, site-specific procedures, advanced crew training, and emergency protocol training.Provided comprehensive training to crew and visitors ensuring adherence to best safety standards and collaborated across departments ensuring safe and satisfactory operational standards.Developed feedback survey, identifying and implementing customer-centric safe operating policies and practices that are adhered to, and any feedback was addressed promptly and resolved effectively.