Abhishek Kashyap

• Managed 80-100 cases per shift across multiple service lines (Calls, Chats & Emails) while maintaining >95% SLA and quality adherence, ensuring consistent execution of policy servicing and customer communication
• Served as escalation point for complex customer, policy, and performance-related issues, reducing resolution time through effective triaging and stakeholder coordination
• Handled 100% compliance-sensitive SOS cases involving social and legal risks with accurate documentation, ensuring adherence to regulatory requirements and internal controls with zero audit findings
• Partnered cross-functionally with Product, Tech, and Marketing’s teams to resolve complex issues, contributing to SOP and chatbot enhancements that reduced repeat contacts by ~12%
• Identified trends in case volume and customer feedback, taking corrective action to address root causes and prevent downstream operational impacts & Improving FCR rate

Community Analyst for BASE Ecosystem on Discord.

• Worked as a Discord moderator for BASE server on discord for APAC hours.
• Created content for discord Base server channels to create more engagements in channels.
• Developed and implemented strategies to increase community engagement across channels via events with 3rd party DApps.
• Compiled reports on discord channels traffic, conversions, and other metrics.
• Implemented strategies that increased brand awareness across channels.
• Engaged with customers via forums, chatbots & tickets.
• Developed Standard operating procedure documentation for internal use.
• For a smooth day to day operations created workflows via Lucid Application, based on the SOP.
• Extended support given to the tickets which were raised by developers who uses base for DApps, DeXs etc.
• Moderation of online conversations in channels & have had taken actions like Ban/kick/mute/timeouts accordingly.
• Monitored the all channels chats & Clear documentation for patterns of scam.
• Warnings & moderation on channels in a timely manner to ensure no fraudulent activities happens between users.
• Shared shift roll outs & forecasting before & after every shift.

Live Operations & logistic support of mobile kitchens.

• Worked for REEF TECHNOLOGIES for their Delivery support of remote & ghost kitchens situated across US & UK.
• Using software's such as Excel, Salesforce & Five9 for record maintaining data for the VDI based work systems.
• Daily interactions with Customer & Business partners across UK US & Canada for the logistic support of their live orders.
• Communicated with internal personnel & On ground staff to provide status updates for both location & kitchens to vendors.
• Responded to customer requests for products, services, and company information.
• Updated account information to maintain customer records in Salesforce CRM.
• Tracked customer service cases and updated service software with customer information.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Regularly interacted with different delivery partners like UBEREATS, SkipTheDishes, Grubhub Etc.
• Have done salesforce audits & updated inventory of live kitchens.

Operations & Productions for a pay day loan company.

• Worked as a SME (Subject Matter Expert) Lead Generation for the Credit deployment services in US marketplace for 3 different portfolios.
• Creating day to day agenda & goals for the team & making sure to run operations as planned.
• Floor support & mentoring live Ops on production floor.
• Day to day data maintaining and identifying the root cause for errors & defects.
• Collaborated with team members & peers to achieve the targeted results.
• Conducted research, gathered information from multiple sources to generate new customers for the company.
• Worked with pre - existing customers to understand needs and provide excellent service & support to them.
• Analyzed data to identify opportunities for getting new customers.
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to achieve monthly goals for team.

Data operations for AI/ML based automated physical stores.

• Collaboratively worked with Development Team and On-ground Operations Team for smoother operations of all automated stores.
• Implemented user acceptance testing with a focus on upcoming updates in software. Kept script and test cases updated with current technical requirements.
• Devised high-quality database solutions ranging in size and complexity. Used SQL to run queries and Microsoft Excel to determine the result of queries.
• Proactively resolved multiple escalations and callout's raised at any point of time by ground teams with respect to software, billings, products, etc.
• Participated in Continuous Improvement by collecting feedback, creating sim ticketing, engaging in problem-solving activities to support Team work.
• Worked closely with Operations and Tech Leadership Teams to understand needs and prioritize features.
• Used proprietary tools and the process consistently to review data and identify root cause defects.
• Prepared a variety of different written communications, reports, and documents such as SOPs, weekly updates and agendas for the team to ensure smooth operations.
• Created materials for Team meetings, Senior management meetings, and general meetings with Development and Workforce Teams across sites.
• Monitored and learned emerging UX Design trends and practices and helped the team by providing better insights on workflow.
• Developed and implemented performance improvement strategies and plans to promote continuous improvement in customer & clients businesses.
• Worked with clients to understand needs and provide excellent support in optimization of the Just walk out technology to 3rd party's across globe.

Customer Support & Operations

• Handled premium international customers for MMT premium and worked closely with Operations Team.
• Improved Customer Satisfaction scores & achieved monthly targets by proficiently handling Escalation desk and provided quick resolutions on social escalations raised by customers for MMT Assured international bookings.
• Worked closely with an on-ground team for providing on-time resolution to International on-ground customers in major issues such as check-in denied and Service Complaints.
• Collaborated with BDM Team to update the inventory on a real-time basis.
• Single-handedly raised all the losses and got it approved from higher management for refunding of booking amount and allowing compensation to the guest.
• Resolved issues such as last-minute amendment changes for the guest with the support of the BDM Team's.
• Conducted team-building activities to enhance working relationships.