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Work Background
AmazonManager-Operations
Jun. 2020 - Apr. 2025Bengaluru, Karnataka, IndiaLed business metrics and processes at Amazon, driving continuous improvement and maintaining high customer service levels. Analyzed defects, developed programs to fix root causes, and reviewed SOPs to impact team performance positively. • Aligned business metrics with company goals
• Analyzed defects and developed programs for root cause fixes
• Maintained high customer service levels
EduquityManager-Customer Relationship
Mar. 2016 - May. 2020Bengaluru Area, IndiaBeing the PRIMARY Point of Contact for the key stakeholders and ensuring outstanding customer satisfaction by maintaining strong working relationship with them.
• Handling a team of upto 30 customer service representatives to support various clients’ deliverables.
• Responsible for WFM, RR, FCR and CSAT of the team.
• Responsible for team goal assignment, periodic review and feedback.
• Proactively offering insights to improve the customer’s issues and challenges.
• Ensuring maximum utilization of the product and services sold to customers.
• Coordinating with all internal stakeholders like marketing team, operations team and technical team to ensure a customer-focused attitude with a focus on activities that create lifetime customers.
• Scheduling and conducting status meetings with appropriate team members and customer as required.
• Up selling and cross-selling product and services as applicable.
• Creating online videos, training guides, FAQs, WebEx training sessions etc. to benefit all customers.
Alphasoft Technologies Pvt LtdOperations Manager
Mar. 2015 - Feb. 2016GurgoanHandling a team of 50+ associates , managing smooth functioning of technical support process including training, quality and day to day operations.Also responsible for generating FCR and CSAT reports on daily, weekly and monthly basis and managing rosters and staffing for the entire team.
GLOPORE IMS: IT Service Management Excellence. Delivered.Team Lead
Oct. 2013 - Mar. 2014Bengaluru Area, IndiaTo handle a team of 15-20 technical support representatives responsible to generate revenue and provide support on all issues related to Windows operating System.
HelpPcOnlineTeam Leader- Tech Sales
Apr. 2012 - Sep. 2013Gurgaon, IndiaTo handle a team of 15-20 sales agent wherein the primary responsibilities included providing basic technical services to customers calling for assistance with their personal computers and generating revenue by selling annual packages. Also responsible for the training, rostering and other administrative responsibilities of the team.
HelpPcOnlineTechnical Supervisor / Quality Analyst
May. 2011 - Mar. 2012Gurgaon, IndiaTo support all the technical support executives with any issues that they may face with live calls,taking Live and Scheduled Escalations for the Inbound Technical Department. Feedback and Training for new hires and to analyse Quality for the entire team.
HelpPcOnlineTechnical Support Executive
Jun. 2010 - Apr. 2011Gurgaon, IndiaWorked as a Front line agent and handled all incoming sessions and calls for any technical issue.
iYogi Technical ServicesL2 Technical Specialist
Jan. 2009 - Feb. 2010GurgaonWorked as L2 Technical Specialist (Technical Support Executive ) handling issues related to any Desktop / Laptop with Windows Operating System and assisting customers with issues related to Virus, MS Office, Internet, No Boot, Slow Performance and Email Clients.Worked as Escalation Engineer on a temporary role.
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