▪ Set up a small business with the aim of organizing the housekeeping industry by providing seamless experience to all clients.▪ Responsible for client acquisition, workforce management, client experience as well as providing suitable training to the workforce. Was also responsible for roster management. ▪ Managed to scale the revenue by 400% in 5 months, thereby increasing the existing client base. ▪ Did extensive market research with the intention to target the right set of clients. ▪ Took client feedback and addressed their grievances.

▪Was responsible for taking care of escalations, refunds and retention of the customer. ▪Was also part of the corporate drive, hence responsible for promoting the product and getting more clients to on-board into the system.▪Was responsible for generating productivity reports and driving the CSAT within the team.▪Worked on to revamp the customer feedback structure and aligning to all the LOBs. ▪Ensured the smooth adoption of Intercom (the chat platform) by integrating different processes into it.

- Reviewing and analysing the client’s business operations and processes and recommending improvements.- Assisting clients with the software issues and providing them a resolution by triaging and reproducing the problem.- Contributing to the knowledge base of the organization by writing new articles and editing old ones.- Continuous interaction with the internal and external partners during the entire solution lifecycle to achieve continuous improvements of solutions and problem management based on an agreed process.

- Assisted customers with regards to the order cycle and taking care of escalations.- Handled a team of 25 members and took care of their performance by sending individual reports.- Helped the business by preparing the SOPs, quality procedures etc. Also took care of the NPS feedback and Google Play reviews.- Was a link between the various teams (quality, marketing, tech etc) and the customers. Also helped them with the specific data and also call backs to the customer (if required)- Did a retention project to get back dormant customers and convinced them to place orders once again. Helped the business to get more than 50k revenue from these customers.- Was responsible for the retention project and helped the business by getting in touch with the dormant customers and convincing them to place orders again.- Was also responsible for collecting the feedbacks from customers for a newly launched product and sharing the data with the concerned team.- Was responsible for finding the issues with customers and sharing the data with the respective teams in order to improve the process. - Did a project to understand the reason for customer call that helped to reduce the abandoned percentage from 40% in September 2017 to 12% in March 2018.

-Assisting RBWM clients of HSBC Canada with their personal accounts, mortgages, loans, internet banking, master card etc.-Being a SME for two consecutive batches where I had to train new hires and take care of their quality scores and increase the productivity.-Provided assistance to other team members by reviewing their performance on a monthly basis and analyzing the areas to work upon.-Also part of the speech analytics project where I had to listen to calls and figure out the errors and provide feedback.

-Booked/ modified flight tickets-Satisfied customers through addressing grievances, last minute cancelling and bookings without affecting ASAT scores.