As a Sr. Representative Operations this role interfaces with customers via inboundand / or outbound calls, Emails / Chats or through the Internet dependingupon client requirements. This position provides customer service support andresolution of routine problems regarding client's product or services.

• Handle phone calls with customer queries and provide resolution to end users• Keep records of customer interactions, transactions, details of inquiries.• Complaints and comments as well as actions taken.• Process orders, forms and applications.• Follow up to ensure that appropriate actions were taken on customers' requests.• Refer unresolved customer grievances or special requests to designateddepartments for further investigation.• Escalate priority issues per Client specifications to the immediate lead as applicable• Provide inputs on process changes and best practices.• Stay updated with new updates, process changes and updates.

As a Performance Support Senior Associate I work on external (client/Advertiserfacing) products like AdWords (Search, Display, Shopping and Mobileadvertising) and Analytics (web analytics to measure Pay Per Click Return OnInvestment) providing support to clients and advertisers directly on campaignperformance-related issues.• Receive tickets (Chat & Email) from clients for troubleshooting. All of your effortsgo toward ensuring that our ad products are working and our customers are ableto use them to get desired results.• roubleshoot and resolve issues related to DoubleClick Bid Manager (DBM),(exchange buying), Campaign Manager (CM) and Rich Media Publisher PageIssues, Search Ads 360. This includes technical troubleshooting of issues relatedto standard, rich-media, mobile and video(VAST) creatives, line items, tags,ad-serving, etc.• Provide product, troubleshooting & workflow guidance & training to new hires /newbie’s in the support team in Hyderabad (per suggestion from the client ProjectManager).• Coordinate with cross-functional teams including ProductManagement/Specialists, Sales, Engineering and Ad Approval teams to drivecustomer communications, product feedback, feature requests, & technical issueresolution to achieve the highest level of customer satisfaction.• Educate the customers on product usage, from the basics to best practices mostlyvia emails/phone calls.• Collaborate with AMER/EMEA/APAC teams.• Serve as a point of contact for projects led by our escalation management teamto improve customer experience (ensuring that CSAT, FRT, TRT, mTRT & FCRmetrics meet the SLA targets) and internal operational effectiveness (processstreamlining, reducing support team dependency on Ad Solution Consultants (ASC)by reducing number of consults, developing training & support documentation,quality assurance & productivity improvement).• Work on internal product initiatives like process automation, productimprovement/suggestion/development etc

As Fleet Supervisor, responsible for providing cabs to Aviation industry. A link betweenthe Aviation client and the organization. Ensure day to day smooth operations and buildstrong business relationship.Coordinating with Airport Managers for assigning the cabs to the aviation crew

· Handled technical issues related to the Riders and Driver of the company. It is asafety concern department called Incident response Team [L1/ L2]. Where quickresponse for any problems, inquires, complaints occurred within the trip from boththe parties. I was in the India team wherein calling was also a part of resolving theissue. It is a 24/7 support back end team.· Providing good customer experience by following up to the drivers and the ridersas soon as possible.· Taking the right appropriate actions depending upon the issue.· Initiated in taking regional calls via phone for understanding the concern of Driverpartners.· Resolving tickets based on every level of severity.

Customer Service Representatives answers the phones torespond to the general customer inquiries, concerns, complaints and arrange theservice requested by the customer by projecting a professional company imagethrough phone interaction· Receiving calls from customers based out of US· Solving queries and concerns on the call· Arranging for any service required by the Customer· Provide Customer with product and service information· Up sell Products and Services· Follow-up on customer inquiries and resolve· Recognize, document and alert the supervisor of trends in customer calls· Recommend process improvements