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Work Background
Process Executive
Thinkitive TechnologiesProcess Executive
Aug. 2023Maharashtra, IndiaAs a Process Executive at Thinkitive Technologies, I play a pivotal role within the NodeJS team, overseeing and optimizing our operational workflows. My responsibilities encompass a dual focus – on process management and agile methodologies – to ensure the seamless execution of projects.
Chat Support Executives
Knoah SolutionsChat Support Executives
Sep. 2020 - Aug. 2022Pune, Maharashtra, IndiaWith over 4 years in customer support, I’ve managed international chats and emails for major brands like Samsung and Walmart. My experience includes 2 years as an SME, where I led teams, enhanced performance, and maintained high customer satisfaction.
Operations Supervisor
Knoah SolutionsOperations Supervisor
Sep. 2018 - Aug. 2022Pune, Maharashtra, IndiaWith nearly 4 years of experience in customer service, I have a proven track record of delivering exceptional support through chat. I have consistently achieved a low Average Handle Time (AHT) while maintaining a CSAT rate above 90%. Starting as a Customer Service Associate (CSA), I quickly advanced to a Subject Matter Expert (SME) and Floor Supervisor role, where I excelled in coaching and guiding agents to provide 100% resolution to customer inquiries. My responsibilities included developing new Performance Feedback Reports (PFRs), crafting effective customer communication scripts, and conducting weekly one-on-one sessions to enhance team performance. My focus has always been on ensuring swift, accurate, and satisfying customer interactions.

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Customer Support & Project Management Expertise
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