Java R&D Pvt. Ltd.

Process Coordinator

GrowQ Private Ltd.

Analyst

Etech Global Services

In May 2021, I switched my role as a Quality Analyst through Internal Job Posting. Initially, I was working for Member Services(Chime). In January 2022, I was chosen to work in Dispute Intake department. 
Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making. Implemented and deployed new campaigns and projects with QA team, following company and compliance directions. 
Identified and applied innovative solutions to streamline and improve quality management systems and processes. 
Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications. 
Conducted performance tests, assessing features including functionality, reliability, performance and quality.
Trained and on-boarded new QA specialists onto the team by creating decks that outline our processes and procedures.

Quality Analyst

In July 2020, I joined Etech Global Services and worked as a Customer Experience Specialist for Verizon for 10 months. 
Resolved customer queries via chat. 
Built rapport with customers through courteous and professional communications. 
Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction. 
Addressed customer service enquires quickly and accurately. 
Input customer information, call notes and personal data onto internal database. 
Established warm and friendly rapport whilst interacting with customers on live chat. 
Trained and mentored customer service team in service standards, loyalty programs and sales techniques.

Customer Experience Specialist

Tech Mahindra

In 2019, I joined Tech Mahindra and worked there for 10 months as a Customer Support Executive. I also got selected as an SME for 2 months during this time period.
I worked for Swiggy non-voice process. 
Maintained excellent customer relationships by efficiently solving queries, complaints and issues. Effectively managed customer complaints, providing smart solutions or escalating to management. Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs. 
Guided customers through returns and refund protocol to streamline processes. 
For the last 2 months, I got an opportunity to handle elite customers and was able to resolve their queries on priority.

Customer Support Executive

My vision is based on hard work, open communication, strong focus on daily work, and a high level of responsibility. These wise steps allow and emphasize my wings not only to accept today's challenges but also individual responsibilities towards life and myself as a whole.

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