Work & Experience
International Process (Email Support - Billing) • Handled team size of up to 15 members. • Identifying fraudulent refunds, approving refunds, Accounts appeal, Taking judgement on critical cases, Dispute Processing. • Client Interaction, managing attrition, shrinkage, CSAT, DSAT Audits and other KPI’s of team members. • Taking daily feedback/One on One session to improve AHT, Occupancy & Target, managing Queue & SLA. • Sharing performance report to the management.
Can handle team size of up to 20 members. • Provide training or assistance to junior staffs. • Work directly with staff in quality assurance, support, operations, and administration to resolve problems. • Manage attrition, shrinkage, c-sat score and other KPI’s of team members. • Taking daily feedback session to improve AHT, FCR to achieve SLA. • Share performance report to senior.
Customer handling and resolving queries/issues about project. • Provided Chat and Email support to clients. • Software Installation to Clients system using AnyDesk or TeamViewer. • Provided training to clients about project process flow. • Maintained records regularly and reported to senior.