Customer Care Executive at Teleperformance India Pvt. Ltd. (2016-06 – 2018-07)
- Handling inbound calls from existing customer to provide them information and resolution on new products and services
- Explain the merits of offered service or product to customer in a bid to help them make informed purchasing decisions
- Respond to questions and concerns of customers over the telephone, according to established policies and procedures
- Complete records of telephonic conversations, ensuring their confidentiality and integrity
- Ensure compliance of operations with governing regulatory requirements
- Create, maintain and assume accountability for a culture of high customer service
Content Moderator at Genpact India Pvt. Ltd. (2019-01 – 2023-02)
- Moderating the UGC (User Generated Content) across client's domain
- Ability to operate in areas that are not clearly defined within policy
- Understand and perform content reviews under the client supervision for International and Domestic cases following client processes and procedures
- Cross-team collaboration and communication to meet aggressive review deadlines
- Managing and maintaining the commenting community for the client's platform
- Coordinate and direct project meetings (Business reviews) as per the trends
- Escalate issues as needed
- Research on mentioned tasks and provide accurate actions within a required time frame (If needed providing line to line translation for the better understanding of the client)
- Providing active mentorship to new joiners
- Ability to prioritize and multi - task multiple, recurring workflow requirements
- Interest in recording and analyzing data to find trends
- Highly experienced in managing internal and external communications withing organization
- Good knowledge of content management system
- Extensive knowledge of policy development and maintenance procedures
- Presentation on multiple occasions to tackle client escalations
Process Developer at Genpact India Pvt. Ltd. (2019-01 – 2023-02)
Promoted to the position of Process developer, from process associate after 5 months of repeated recognition for top performance with good quality score.
- Awarded with the Bronze award thrice at Genpact for exemplary performance and demonstration of Genpact Values
- Engaged to HIGH PRIORITY TASK FORCE team which only deals with govt. escalations based on best performance in previous team
- 5 months repeatedly recognized for top performance with good quality score and got promoted to the position of Process developer, from process associate
Content Moderator at Accenture India Pvt. Ltd. (2024-03 – Present)
- Review text, images, videos, and user reports
- Decide whether content violates, does not violate, or needs escalation
- Follow written policies consistently
- Maintain accuracy and confidentiality
- Meet quality and productivity targets
