S*****h

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.