Experience

• 

  Accenture

  Apr 2011 - Dec 2011

  Technical support specialist
• 

  Mphasis

  Aug 2013 - Sept 2014

  Senior customer service representative
• 

  Helpchat

  Sept 2015 - Jun 2016

  Operations team lead
• 

  Swiggy

  Jul 2016 - Nov 2020

  • Manage day-to-day planning, operations and problem-solving of an average team of 25 agents to meet the required service level components, standards, and the set targets.• People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule, shrinkage & attrition. • Chat monitoring, coaching, and feedback, responsibility for delivery of the defined customer experience in every chat. • Handling escalation calls, chats, complaints, questions, and queries as & when necessary.• Training and development of staff.• Recommendations for product and process development based on customer feedback and analysis of the same. • Conducting performance appraisal for the team.• Compiling reports on team’s performance and customer feedback.• Worked very closely with team members to solve customer problems, understanding agent's problems, and weaknesses and address these. Offering solutions and suggestions for process and product improvement to management.• Recruitment, Interviewing and Hiring when necessary. Managing staff shifts for day/night and weekend coverage. Show less

  • Associate Operations Manager

    Jan 2019 - Nov 2020

  • Customer Service Team Lead

    Jul 2016 - Feb 2020
• 

  Amazon

  Nov 2020 - now

  · Manages assigned Enterprise accounts and oversee support cases· Completes analysis and presents periodic reviews of operational performance to customer· Provides detailed reviews of service disruptions, metrics, detailed pre-launch planning· Makes recommendations on how new AWS offerings fit in the company architecture· Advocate for customer features and requirements within AWS (be their voice internally)· Participates in customers meetings (onsite or via phone)· Knows and uses all key customer resolution tools across all service groups to facilitate rapid resolution of customer concerns.· Works directly with Amazon Web Service engineers to ensure that customer issues are resolved as expediently as possible. Show less • Developing the Performance levels, career and skills of their Investigator teams throughcontinuous closure of performance feedback loops.• To recruit excellent team members into their team and Amazon. Communicateeffectively to align organizational goals with individual goals.• Delivering significant business impacts and/ or contributions to their company throughimprovement to quality, productivity, or customer experience• Work with support functions within Amazon to articulate and prioritize feature needsfor the investigation tool sets• Consistently demonstrate timely delivery of projects on roadmap to support the teamand department vision• Consistently leading the team to meet and exceed service levels and targets in reducingbad debts. Show less

  • Technical Manager Enterprise Support AWS

    Apr 2023 - now

  • Technical Manager AWS

    Jun 2022 - Apr 2023

  • Manager Risk Management

    Nov 2020 - Jun 2022