Neha Jain

Customer Experience and Player Support professional with nearly 6 years of experience in gaming, customer service, and operations. Skilled in player support, account recovery, root cause analysis, quality auditing, escalation management, and process improvement. Proven ability to enhance customer satisfaction, reduce repeat interactions, and deliver effective resolutions. Recognized with consecutive Shining Star Awards for outstanding performance and operational excellence.

Specialist Player Experience Interactions - Ubisoft Pune - Pune, Maharashtra, India

(2022-10 - 2026-06)

• Specialized in Account Takeover (ATO) investigations, player account recovery, and customer escalation management.
• Delivered end-to-end player support while maintaining high customer satisfaction and service quality standards.
• Conducted root cause analysis on recurring issues and high-contact cases to reduce repeat interactions.
• Performed audits on DSAT and high AHT cases, identifying process gaps and recommending corrective actions.
• Trained moderation agents on quality standards, policies, and resolution best practices.
• Delivered monthly operational reviews, audit findings, and process updates to internal teams.
• Collaborated with cross-functional stakeholders to implement process improvements and enhance player experience.

Executive – Operations - Startek Pune

(2022-02 - 2022-10)

• Resolved customer concerns through email support while maintaining quality and productivity targets.
• Assisted in customer retention through effective issue resolution.
• Maintained customer databases and service records.
• Trained and supervised a team of 8 associates.

Customer Care Representative - Innovative Retail Concepts Pvt. Ltd. (BigBasket)

(2019-10 - 2021-05)

• Handled customer inquiries, complaints, and service requests.
• Maintained accurate customer and order records.
• Coordinated with internal teams to ensure timely issue resolution and customer satisfaction.

Bachelor of Science - Biotechnology - K. R. Kotkar College, Chalisgaon, Maharashtra