-Understanding the existing processes and identifying areas where Agent Bots can be integrated to improve efficiency and customer experience.-Developing step-by-step procedures for agents to follow when interacting with customers through Agent Bots. -Configuring Agent Bots to handle routine tasks and inquiries, freeing up human agents to focus on more complex and high-value interactions.-Ensuring that the developed SOPs align with the overall business objectives and adhere to industry standards. Regularly reviewing and updating SOPs as needed.-Proactively working in Agent Bot SOPs for the automation process which resulting the AHT by 70%.-Owning Device (Soundbox) flow from Freshdesk to FSM which helped reducing TAT by 24hrs.-Providing training to agents on using the Agent Bots effectively and understanding the SOPs. Communicating changes and updates to the team as necessary.-Collaborating with functional teams, such as tech, product, and customer support teams, to gather insights and feedback for continuous improvement.

1. Receive, review, and prioritize escalated issues from frontline support teams or directly from merchants.Maintain a clear and organized record of all escalations, including details of the issue, communication history, and resolution progress.2. Serve as the main point of contact for merchants during the escalation process.Ensure timely and transparent communication with merchants, keeping them informed of the progress and expected resolution times.3. Collaborate with relevant internal departments (e.g., technical support, finance, risk management) to identify and implement solutions.Determine appropriate actions to address issues, which may include refunds, chargebacks, adjustments, or contract amendments.