Experience

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  Materia

  Nov 2010 - Sept 2014

  Sales and customer service

  • Transformed leads to business, responsible to increase sales and run campaigns on Facebook• Consistently delivered monthly sales of over 1,00,000 INR• Mediated projects and prepared quotations• Accountable to deliver projects before the deadline• Strengthened the balance between business operations and finance• Retained architects and Interior designers through periodic follow-ups

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  Skylark hr solutions pvt ltd

  Jan 2015 - Dec 2015

  Customer service specialist

  • Addressed customer inquiries by phone and via email, scheduling interviews• Reduced customer complaints by 20%, by addressing in a timely and efficient manner• Collected and analyzed customer service evaluations to identify the quality of the candidates experience andimprove the recruitment process• Achieved 97% customer satisfaction rate and increased candidate response rate

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  Amazon development centre (india) private limited

  Dec 2016 - Jan 2019

  Data analyst

  • Responsible for upgrading the AI device, Alexa• Consistently maintain the quality parameter over 98%• Transcribed 1000 to 1200 utterances daily• Identifying and fixing bugs, adding new features, and improving performance• Assisted to prepare strategies to improve business processes and areas where Alexa could be improved• Provided SLA and shared shrinkage reports daily• Collaborated with other team members in hurdles to examine the challenges and knowledge transfer

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  Foodhub

  Jan 2019 - Mar 2023

  Subject matter expert - customer service

  • Successfully onboarded and managed 75+ global accounts• Resolved 95% of escalated issues for tier-1 clients, and followed up to ensure case resolution and customer satisfaction (received over 200+ CSATs).• Set Goals (KPI) and Reviewed team performance daily, weekly, quarterly and half-yearly,• Led and guided a team of 20+ VIP agents by providing weekly reports and monthly Q&As to improve their product knowledge.• Accounted individually for 15+ inbound calls, 5+ emails, and 20+ WhatsApp chats for Global clients, while ensuring team agents SLAs are met• Handled products - Zoho Desk, Zoho Mail, Zoho Sheets, Zoho Cliq, Zoho People• Upsell in-house products - Mytakeaway app, Driver Screen, Kitchen Display System, Digital Menu Boards, Order Kiosk, Card Payment Machine and Mobile Applications to our clients• Stakeholder in bridging the gap between the product, engineering and the clients• Initiated and delivered on Process Improvement Project for Client's Self Service app• Implemented Customer Loyalty initiatives that led to a higher customer retention rate Show less

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  Nielseniq

  Aug 2023 - now

  Operation portfolio specialist