April 2022-Moved to the Operations Team-Created the SOP for a process anddefined the parameters to measure the metrics for the CX agents. Regularly audittheir calls and provide regular feedback to the agents.Drove process improvement meetings with the team leads of the vendor CX team onthe process enhancements and productivity of agents.August 2022 - Started working on 2 new projects for the company. Created RelevantSOP for the process/decision tree. Had regular conversations with the relevantstakeholder on any blocker to the functioning of the process and help obtain thesolutions.Also, proposed an automation idea for the project which reduced almost 75% of thethe workload for the process

I started working as a Chat support agent for the organization as it was still in theinitial stages of setting up the application and helped create the templates requiredfor the chat team. Also was the POC(Point of Contact) for the chat team as I was apart of the In-house CX teamAugust 2021-Moved to the email support team and trained the agents of the CXvendor team with regards to the email support and created templates for the same.January 2022- Moved to the Social media team and provided resolution for socialmedia escalation. Also, trained the agents of the CX vendor team with regard tosocial media responses

Started working as an Operator in the initial start-up phase of the organizationwhere we used to handle chats, calls, and sending out emails to the user.Worked as the POC (Point of contact) for two new cities which started operatingpost the funding from Google.Worked as the POC for new employees and trained them on the work process.I was in charge of maintaining a surge in the cities where we were operational.Worked on the metrics of operators and provided POA (Point of Action) to themanagers.