Process: Content Moderation for Google Client - CONCENTRIX DAKSH SERVICE LTD
(2019-03 - 2024-09)
- Ensured strict adherence to SLAs for security-related issues, upholding service level agreements and maintaining a secure online environment.
- Conducted comprehensive evaluations of Admins' call flow adherence, identifying opportunities for improvement, and providing constructive feedback.
- Facilitated calibration sessions and delivered personalized one-on-one feedback to team members, enhancing overall performance and alignment with quality standards.
- Utilized the "Nice" tool to conduct feedback sessions and audits, ensuring accuracy and consistency in content moderation.
- Led internal quality initiatives for a 45-member team, offering guidance on complex tasks and promoting understanding of diverse guidelines.
- Acted as a point of contact (POC) during the Manager's absence, managing real-time issues and maintaining team coordination to meet SLAs effectively.
Senior Associate - WIPRO TECHNOLOGIES
(2016-09 - 2019-02)
- Managed inbound calls from customers experiencing issues with their telecom service provider.
- Utilized tool guides to efficiently address customer queries and concerns, ensuring accurate and prompt solutions.
- Collaborated with network teams to provide initial triage for complex technical issues, facilitating effective problem resolution and analysis.
- Created detailed procedural documentation for each customer support interaction, contributing to knowledge management and process improvement.
- Consistently met daily and weekly SLAs, demonstrating a commitment to delivering timely and quality customer support services.
