Managing a team OpsLeads and specialists, and has a span size of avg 30 team membersManaging day to day Operations & Performance of the Inhouse customer support team for Internet & PaymentsVertical Driving team to achieve process SLAs / metrics - productivity and quality targets within the established timelinesReviewed operations reports to understand numbers and trends.Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.Established open and professional relationships with team members to achieve quick resolutions for various issues.Coached team members in customer service techniques, providing feedback and encouragement toward reaching goals.Coordinated weekly meetings for internal groups on performance.Implemented process improvement to shape organizational culture, optimize procedures for higher efficiencyHelped 800 + SMB's seamlessly get online by designing their website and providing E2E product maintenanceWorked cross-functionally to resolve customer issues and ensure integrity of customer experience remained intact.Drive & meet team performance with identifying meaningful insights & Opportunities to help team improvising product feature and perform better

Managed Escalation & Social Media Desk for a great customer experienceTroubleshooting - Primaryly an internet domain registrar and web hosting company, solving domain and website related issuesSuccessfully established new accounts & Secured long-term accounts, providing recommendations to promote brand effectiveness and product benefitsGenerated high volume of referralsBuilt trust and rapport with prospective client to understand treatment needs and determine appropriate level of careImproved job tasks and mentored junior team members on best practices and standards

Attending calls from customers with respect to the internet connectivity issues, slow speed, connected but unable to browse, internet frequent disconnection and error related issues.Remotely log in to the Customer’s computer, check connection frequency values, and restart the base station in order to connect him to the network.Router configuration for new as well as existing customers for connectivity issues.Handling L1 Calls and escalations when the sub ordinates do not resolve the issues and Handling team members, team queries in team leader’s absence.Training new joinees and trainee team members with the product knowledge and training them with rebuttals.Coéordination with various other departments within the company whenever required to provide solutions