ALWYN PRABHU

Developed and implemented a quality assurance framework, enhancing customer satisfaction by 15% through consistent support interactions and robust process adherence.
Launched a Quality Audit Tool with Google Sheets automation, reducing the quality feedback time and simplifying workflow tracking.
Created and led an Operational Training Program, providing monthly training sessions and process knowledge tests (PKTs), increasing team competency by 20%.
Facilitated cross-functional collaboration with product and support teams, cutting internal communication bottlenecks by 15% and improving escalation processes.
Leveraged data analysis to build a performance dashboard tracking key metrics, supporting data-driven decisions to boost support efficiency.

Key Accomplishments:
Spearheaded a coaching initiative for agents on Performance Improvement Plans (PIP), resulting in a 25% increase in individual performance metrics.
Successfully presented data-driven insights to senior management, influencing process changes that improved customer support KPIs.

Provided backend support for customer and operator queries, consistently maintaining a 95% customer satisfaction rate by adhering to SLAs and improving support processes.
Analyzed customer feedback to identify key service enhancements, contributing to a 10% improvement in CSAT scores through the CSAT Improvement Plan.
Recognized as a winner of the 2019 "Spot the Fraud" Contest for exceptional attention to detail in fraud prevention, which reduced risks across multiple accounts.
Managed critical CEO escalation calls, efficiently resolving high-priority customer and driver safety issues in real-time.

Key Accomplishments:
Coordinated a team initiative to support driver partners, improving communication between drivers and support, which led to a 15% decrease in driver escalation rates.
Delegated and managed team tasks during peak times, demonstrating strong leadership and achieving consistently high performance metrics.

Delivered high-quality service to JP Morgan Commercial Credit Card customers, handling inbound inquiries with a focus on accuracy and customer satisfaction.
Transitioned from voice support to non-voice processes, excelling in data extraction, formatting, and maintaining detailed business records.
Consistently achieved productivity targets, meeting turnaround times and ensuring data accuracy across multiple databases.
Recognized by management for reliability in maintaining business records, setting a quality standard within the team.