Handling Customer Services Team for Quadrant Subscription Services/Air Business, UK. Clientele includes renowned publishers, The Economist, Dennis Publishing, The Spectator, New Scientist, etc., to name a few.

Creepers Software is a software development company which is basically developing app and providing Chat, Email and Voice support for UK, US clients. But also have global customers.Creepers Software Pvt Ltd was affiliate of TransGenez which provides customersupport to new/existing clients of TransGenez.I have started in the email support as Senior agent ( Level 1). Later was promoted toprocess expert/mentor and TeamLeader. Here is the work summary –- Provided Email support via clients based tools Numero and Electronic customer veiw.- Answering questions from customers and prospective customers.- Advice customers regarding the Journals and address specific Customer issues once registered.- Developing customer queries module and email scripts for agent as-needed for reducing workpressure and improving productivity.- Communicating customer needs and queries via system and direct interaction with clients.- Maintaining customer service complaint logs and information as well as internal service records.- Conducting root cause analysis that will lead to effective problem solving.- Providing resolutions for the complex issues as escalations to the agents as process expert.- Have handled three different teams, i.e. Email Support, Chat Support and Customers retentionteam. Work was to provide customer service to the level 1 and take escalations, maintain workforce management, maintain decorum, achieving targets and carry out the best chat and emailsupport sessions.- Work has completed primarily via Email/Chat.

I have worked for company directly. Here is the work summary-Worked as Senior Agent, providing chat support to the Students/Parents.- Additionally worked as Mentor, trainer for companies profit and students benefit.- Logging and keeping records of agents/employee queries.- Analyzing chat logs so can spot common trends and underlying problems- Updating self-help documents so employees can try to fix problems themselves.- Working with quality analyst to understand student/employees needs to improve processdevelopment.- Testing and fixing chat scripts to agent’s benefits.