Since Dec, 21, acting TL managing a team of 20 agents on outbound calls.Zomato, premium blended process (Domestic call & chat process across pan India).Concierge calls, proactive support for (pre & post delivery) Gold, Silver, Bronze, Iron & new customers.Call Monitoring, Call Audit, Quality feedback to agents & handling escalations calls.Giving presentation to clients, managing inflows of tickets, assignments of tickets.Generating Reports using Pivot table., managing daily target, maintaining data in excel.Marking attendance, managing shrinkage, reducing attrition. KPI, KRA & People Management skill.Multitasking with customer’s, merchant’s & rider’s through chats & calls, handling escalations. Listen, Resolve, Escalate while maintaining ART (Average Response Time) on calls in neutral accent.Handling customer’s complains & providing resolution on real time basis & sharing feedback.Handling payment failure, order status, delay, cancellation, rejection, missing item, stale/uncooked, poor quality, change address, wrong address, undelivered order, replacement order, refunds & disputes.Handling multiple chats while managing AHT (Average Chat Handler) & updating customer’s accounts.Maintaining customer satisfaction (CSAT) score & providing customer’s refunds & issuing promo code.