Enter Description

DUTIES:

Retaining customers by dealing with technical product issues
Maintaining meticulous customer support centric attitude
Delivering quality work ethic to improve ratings/reviews as per Client’s feedback and requirements
Converting DSAT to CSAT (Major/Core responsibility)
Dealing critical/technical issues and following up directly with the Client and Technical Support departments to maintain customer retention and to ensure satisfying resolution.
Maintained Project’s integrity and services by preventing project deprecation alert (when a Client is at the verge of taking back a project).
Trained new resources about the business model
Providing refresher/training sessions on a weekly basis to the new trainees’.
Gave suggestion to the Operations and CS (Customer Success) for transparent communication with Client to improve product knowledge and policies/guidelines.
Provided suggestion to create a Domain (Web Live chat support) and to add “Text Expander” so that operators could serve chats with more proficiency and accuracy in less time.

DUTIES:

Providing Live Chat Support for a multi-national domain https://www.theentertainerme.com
Provided live chat support with the concurrency of 6 to 8 chats at a time.
Maintained SLA(First Response Time - FRT) within 3-5 secs.
Dealt with critical scenarios and maintained ART(average response time)
Created follow ups (Email sending) for the CS (Customer Success) Department.
Served with a speed of 47 WPM with the accuracy of 92%.

DUTIES:

Managed team performance (Call support Analytics), work ethic (customer support evaluation) and stats.
Reported performance stats on a weekly/monthly basis and reported to the Project Manager directly.
Trained/mentored team members regarding work scenarios/new guidelines with keen observation and policy knowledge.
Managed policies and guidelines analysis on a monthly basis, escalated issues and problems with documented logic directly to Client.
Updated Content Analysis Report via JIRA(Atlassian) & Sales-Force for the approval directly from Client.
Served call escalations (done by team members) for the adequate resolution and maintained CSAT.
Maintained and presented team’s punctuality and adherence report to them on a monthly basis to improve team’s performance.

DUTIES:

Switched to Live-Ops Department as per organization’s requirement.
Provided call support for the project UberEats (UKI – EMEA).
Maintained ABU (Adherence/Quality management System) and KPIs.
Learned new guidelines to provide call support and dealt with Restaurant/Consumer(Eater)/Delivery partner’s technical issues.
Helped consumers regarding app tech issues and trouble shooting in case of influx of orders.
Highlighted Delivery partner critical concerns and helped them in onboarding as a Driver.
Provided Restaurant onboarding support and assisted in creating their profiles.
Managed to work in fast paced environment and decreased high calls queue/volume by completing average 120 calls per day.
Added escalation notes during calls in case of IRT/IIT incidents [Incident response team (Dealing with Accident/Injury cases)/Incident Identification team (Robbery/Verbal/Physical Altercation cases) Departments).

DUTIES:

Provided Email & Live support via Zendesk (Zopim dashboard) and Bliss CRM Interface for Uber (UberEats & UberX(Rider, Driver).
Provided Customer to the regions EMEA, SSA and UKI.
Resolved 9,000+ Emails and served 10,000+ Live Chats.
Maintained AHT(average handling time) under 5 mins and Wrap up time in between 15 to 35 secs as per Client’s requirement.
Resolved approximately 12 chats in an hour for the project on demand. Pre-defined chat currency was 3 at a time.
Resolved 7 to 8 emails per hour on an average. Maintained AHT under 8 mins each.
Provided Tier L1, L2 support and escalated technical issues to the Tier L3 in a timely manner.
Maintained predefined KPIs and Pre-requisites.