ABHILASH GANAPATHY

• The Team oversees Testing and Validating Machine Learning models and providing result reviews for improvements and enhancements to be made for Machine Models such as GEN AI, XM Discover and VIBES
• Additionally, collaborating with stakeholders and leadership to build path for Machine learning validation processes

• Delivering excellent customer service every day
• Servicing accounts with special focus on consumer disputes and fraud.
• Skilled at end to end case processing on GDM for billing disputes.
• Doing weekly call audits for the team focusing on key matrices like OSAT/RTF/Quality
• Helping team members by working together and eliminating process gaps
• Reiterating process related updates to the team during huddles.
• I have been involved in various projects at the process level
• Joined the DGT fraud team in 2022 and was tasked with auditing specific fraud calls for CCPs across the board to verify call process and service standards were being met
• I was also a part of the Re-Disputes project, in collaboration back end disputes.
• Have conducted feedback sessions/call listening activities/individual coaching sessions as needed
• Assist our VOC with day to day support of the team as needed.

Given my stellar performance, I was onboarded within GLKM to coach & mentor new hires helping them with their timely certification.

As part of the assignment, I got the opportunity to work with many new hire CCP helping them assimilate with the process.

• I have worked extensively in building & curating communication that is consistent in tone, grammar & vocabulary.
• Given that my target audience was new hires who were still navigating & getting familiar with how to use CHC while servicing calls I worked on creating communications & process flows simplifying complex procedures/information in an easy-to-understand format.
• In my tenure, I also deep-dived in balancing multiple priorities with strong attention to detail & follow-up skills.
• I have also harnessed the skill of having strong organizational skills with the ability to balance multiple activities & timelines

• Greeted passengers, assisted with carry-on baggage storage and delivered onboard announcements
• Ensured safety and comfort of customers onboard aircraft
• Resolved passenger conflicts and medical emergencies during flights
• Trained to handle medical emergencies on board.