MAJOR RESPONSIBILITIES:===================-> Led the development and optimization of processes, collaborating with team members to consistently enhance quality, effectiveness, and efficiency.-> Provided expert customer insights to cross-functional teams, including Product Management, Marketing, DevOps, and Engineering, driving innovation and continuous improvements.-> Streamlined organizational processes and proactively led enhancements across all Customer Success… Show more MAJOR RESPONSIBILITIES:===================-> Led the development and optimization of processes, collaborating with team members to consistently enhance quality, effectiveness, and efficiency.-> Provided expert customer insights to cross-functional teams, including Product Management, Marketing, DevOps, and Engineering, driving innovation and continuous improvements.-> Streamlined organizational processes and proactively led enhancements across all Customer Success activities.-> Acted as the internal voice of the customer, working closely with Marketing, DevOps, and Engineering teams to ensure seamless product flow and platform functionality.-> Made strategic decisions to maintain team performance, and discipline, and achieve targets.-> Recruited, onboarded, trained, and continuously coached a high-performing support team.-> Conducted quality assessments of Soft Skills and Technical Skills for Live Chat and tickets for all engineers.-> Authored Knowledge Base Articles and Blogs to support customer and team knowledge.OPERATIONAL RESPONSIBILITIES:=======================-> Served as the primary liaison with significant input in the product development and deployment SQA process.-> Collaborated closely with Backend and Frontend teams during SQA and deployment procedures.-> Conducted initial debugging procedures in product design to provide feedback on new deployments, bug fixes, and UI design.-> Executed software compatibility tests across various programming languages, tech stacks, operating systems, and code pieces to identify issues.-> Developed, implemented, and enhanced internal data reporting, analytics, and processes to boost team productivity.-> Managed website migrations from other hosting providers, collaborating with engineers to ensure seamless transitions.-> Monitored and prioritized customer alerts in Slack channels related to servers or applications, resolving them according to defined SOPs. Show less

-> Conducted detailed client meetings to gather project requirements and specifications.-> Developed project schedules, allocated resources, and monitored progress throughout the project lifecycle.-> Coordinated cross-functional team members to ensure alignment with project objectives, deadlines, and timelines.-> Oversaw the submission of project deliverables, ensuring adherence to quality standards.-> Executed Quality Assurance checks on web applications to… Show more -> Conducted detailed client meetings to gather project requirements and specifications.-> Developed project schedules, allocated resources, and monitored progress throughout the project lifecycle.-> Coordinated cross-functional team members to ensure alignment with project objectives, deadlines, and timelines.-> Oversaw the submission of project deliverables, ensuring adherence to quality standards.-> Executed Quality Assurance checks on web applications to ensure compliance with client requirements.-> Formulated and implemented comprehensive project communication plans.-> Directed the development team and facilitated the necessary documentation for successful project implementation.-> Ensured customer satisfaction during the project transition phase.-> Successfully managed multiple projects simultaneously.-> Efficiently allocated and managed resources to maintain project schedule compliance. Show less

MAJOR RESPONSIBILITIES:===================-> Conducted Quality Assurance assessments of Soft Skills and Technical Skills for Live Chat, Tickets (Zendesk), Survey Monkey, and NPS (Net promoter survey) of an engineering team.-> Ensured compliance with all chat, ticket, and customer survey standards.-> Implemented existing QA Criteria Documents for all channel interactions.-> Conducted daily coaching sessions with agents to enhance their performance.-> Made… Show more MAJOR RESPONSIBILITIES:===================-> Conducted Quality Assurance assessments of Soft Skills and Technical Skills for Live Chat, Tickets (Zendesk), Survey Monkey, and NPS (Net promoter survey) of an engineering team.-> Ensured compliance with all chat, ticket, and customer survey standards.-> Implemented existing QA Criteria Documents for all channel interactions.-> Conducted daily coaching sessions with agents to enhance their performance.-> Made strategic decisions to maintain team performance, discipline, and targets.-> Orchestrated and coordinated website migrations between hosting providers.-> Updated Migration Dashboard with daily migration statistics.-> Maintained QA Dashboard to monitor team performance daily.OPERATIONAL RESPONSIBILITIES:=======================-> Monitored VIP customer alerts in Slack and resolved them according to defined SOPs.-> Optimized web applications to enhance website performance.-> Developed and updated SOPs for operational processes.-> Maintained Adherence Reports on Google Sheets for engineers' performance evaluation on a daily, weekly, monthly, and quarterly basis.-> Oversaw website migrations from other hosting providers and coordinated with team members for successful completion.-> Presented migration reports to the Team Lead and Director.-> Implemented streamlined processes using multiple tools within the department.-> Developed QA Dashboard to assess engineers' performance on a daily, weekly, and monthly basis.-> Created Migration Dashboard to drive business growth in 2016, 2017, and 2018. Show less