Senior Representative Operations - Concentrix Daksh Services India Pvt Ltd - Gurgaon, IN
(2025-04 - 2026-03)
- Resolved an average of 60+ customer inquiries daily via phone, email, and chat, maintaining a 95% first-contact resolution rate.
- Reduced average handle time by 12% through streamlined troubleshooting and effective use of knowledge base resources.
- Achieved a 98% customer satisfaction score (CSAT) by de-escalating high-tension complaints and providing empathetic support.
- Documented over 1,000 customer interactions per month in the CRM, ensuring 100% data accuracy for quality audits.
- Mentored 4 new hires on product knowledge and communication protocols, reducing their ramp-up time by 20%.
- Collaborated with the quality team to identify recurring issues, leading to a 15% reduction in repeat contacts.
- Processed and verified over 500 orders weekly, ensuring zero errors in payment and shipping details.
- Identified and escalated critical system bugs to the IT team, contributing to a 10% decrease in technical downtime.
- Developed a quick-reference guide for common troubleshooting steps, improving team efficiency by 10%.
- Consistently ranked in the top 10% of agents for adherence to schedule and quality scores.
Senior Process Associate - IGT Solutions Pvt Ltd - Gurgaon, IN
(2025-02 - 2025-04)
- Handled an average of 50 inbound calls daily, resolving customer issues related to account management and billing.
- Successfully upsold 3 premium service packages per week, contributing to a 5% increase in monthly revenue.
- Achieved a 90% resolution rate on first contact by utilizing advanced troubleshooting techniques.
- Maintained a 100% compliance rate with data privacy regulations during all customer interactions.
- Reduced average call hold time by 15% by proactively anticipating customer needs and preparing solutions.
- Participated in weekly process improvement meetings, suggesting 5 workflow changes that saved 10 hours of team labor monthly.
- Trained 2 junior associates on new software updates, ensuring a smooth transition with zero service disruption.
- Documented all customer feedback in the system, helping the product team identify 3 major areas for improvement.
- Achieved a 97% quality assurance score for 3 consecutive months.
- Recognized as "Associate of the Month" for exceptional performance in complaint resolution.
Teammate (Content Moderator) - Taskus India Pvt Ltd - Gurgaon, IN
(2024-04 - 2025-01)
- Reviewed and moderated over 2,000 user-generated content items daily, ensuring strict adherence to community guidelines.
- Identified and flagged 98% of inappropriate content (hate speech, violence, spam) within a 5-minute response SLA.
- Collaborated with a team of 15 moderators to maintain a 99% accuracy rate in policy enforcement.
- Trained 3 new moderators on platform-specific moderation tools and escalation procedures.
- Documented weekly trend reports on flagged content types, helping the policy team update 4 guidelines.
- Utilized moderation software to streamline review queues, improving team throughput by 18%.
- Escalated high-risk content to the legal and safety teams, contributing to a 100% compliance rate with local laws.
- Participated in calibration sessions to ensure consistent moderation decisions across the team.
- Reduced false-positive flagging rates by 10% by providing feedback on automated moderation algorithms.
- Maintained a 100% attendance record and was recognized for high productivity during peak hours.
Representative Operations - Concentrix Daksh Services India Pvt Ltd - Gurgaon, IN
(2022-08 - 2024-04)
- Handled an average of 80 customer inquiries per day via phone, email, and chat, maintaining a 92% satisfaction rating.
- Conducted follow-ups on 100% of escalated tickets, ensuring a resolution within 24 hours and a 95% closure rate.
- Monitored service quality by reviewing 20+ call recordings per week, providing actionable feedback to 5 team members.
- Utilized CRM software to track 1,500+ customer interactions, improving data retrieval time by 30%.
- Reduced average response time from 10 minutes to 4 minutes by optimizing chat workflows.
- Achieved a 90% first-contact resolution rate by mastering product knowledge for 3 key service lines.
- Processed over 300 refunds and exchanges monthly with zero processing errors.
- Assisted in training 2 new hires on CRM navigation and call scripts, cutting their onboarding time by 15%.
- Identified a recurring billing error in the system, leading to a process fix that saved the company $5,000 monthly.
- Received "Star Performer" award twice for consistent high quality and customer feedback.
