Ananda Thirtha R U

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• Single handedly set-up LiveOps & Reconciliation process across all Gameskraft brands from the scratch and successfully handed over to respective stakeholders.
• LiveOps - Real time metrics tracking to ensure smooth gaming & payment experience to users
• Reconciliation - Daily & Realtime to ensure smooth money
• movements and no leakage.
• Responsible for hiring team members for Reconciliation, LiveOps, KYC.
• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Developed strategies for problem solving and conflict resolution among team members.
• Conducted regular performance reviews to assess individual team member progress.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Created training materials and conducted group trainings on new processes or procedures.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Established clear expectations for employees, providing guidance when needed.
• Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Analyzed data from various sources to identify areas of improvement in the department's operations.
• Reviewed completed work to verify consistency, quality and conformance.
• Completed daily quality assurance duties to provide feedback for improvements.
• Conferred with other supervisors to coordinate operations and activities within or between departments.
• Created and distributed monthly, quarterly and annual reports to management regarding performance.
• Monitored operations and reviewed records and metrics to understand company performance.

A continuous monitoring of various metrics related to Freecharge products are

needed on a continuous basis without misses. Issues need to be highlighted

proactively or reactively depending on advanced notification or discovery of any

outage/downtime.

● Ensure that the day-to-day operations of a business run smoothly.

● Work with internal cross-functional teams (product, sales, engineering,

marketing, support, finance).

● Proactive Monitoring of all alerts and act immediately to minimize the

impact.

● Analyze data on product usage, surveys and all other forms of feedback

to support Product enhancements.

● Proactive monitoring and looking for trends in the data to indicate a

bigger issue.

● Serve as a key contact point for issues that impact the customer’s

success by effectively fielding and resolving challenges during the

products/campaign launches.

● Collaborate with cross-functional teams to structure business initiatives,

develop operational plan and communicate progress and blockers

● Collect and analyze business performance data from multiple sources to

drive meeting agenda and discussion topics.

● Lead weekly meetings with vendors, product & tech teams to ensure

initiatives are on track and maintain plan/documentation.

● Conduct periodic review on processes and collaborate with cross

functional teams to identify areas of improvement & process

recommendations.

● Work closely with internal teams to ensure 100% SLA adherence and

top-notch customer experience.

• Answered customer inquiries via phone, email, and chat.
• Provided detailed information about products and services.
• Resolved customer issues in a timely manner.
• Maintained accurate records of customer interactions.
• Performed troubleshooting on technical problems.
• Developed solutions to address customer complaints.
• Promoted additional products or services to meet customers' needs.
• Managed customer accounts using CRM software tools.
• Generated reports to track customer satisfaction levels.
• Contributed ideas for process improvements within the team.
• Ensured compliance with company policies and procedures.
• Monitored customer feedback on social media platforms.
• Provided support during peak periods of activity.
• Tracked performance metrics such as response times and resolution rates.
• Developed strategies to improve customer service experience.
• Collaborated with colleagues to resolve complex customer queries.
• Responded to customer concerns and implemented changes to accounts to resolve issues.
• Drove customer escalations to resolution by engaging directly with clients.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Mentored junior team members and managed employee relationships.

• Answered customer inquiries via phone, email, and chat.
• Provided detailed information about products and services.
• Resolved customer issues in a timely manner.
• Analyzed trends in customer service requests.
• Provided support during peak periods of activity.
• Responded to customer concerns and implemented changes to accounts to resolve issues.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.