DANIEL. S

• This role included coordination and management of high priority incidents, outages and critical escalations with over hundreds of customers,
• Worked on Escalation Management: Handling Escalation via calls, E-mails and Social Media
• Aided in reduction of Escalations by targeting customer’s issue by directly connecting with them for accurate and quick resolution
• Data analysis
• Worked on identifying frequent/common escalation reasons, so efficient resolution can be provided, which was also used as KB for other team members
• Maintaining Org-wide employee and task spreadsheet
• Call Auditing
• Contributed towards improvement of Quality Scores by identifying focus agents, common issues and provided templates and checklist aligning to the process which led to improvement of Quality Score and customer satisfaction
• Delegation of task to respective teams for on-time ticket closure
• Worked on customers request on refund/ Loan cancellation and loan approval

• Voiced process
• Worked on Calls, Chats, E-mail, Tickets
• Abiding by set SLA of this project and the organization.

• Processed customer service orders promptly to increase customer satisfaction.
• Tracked customer service cases and updated service software with customer information.
• Analyzed customer service trends to discover areas of opportunity and provide feedback to management.

First Sem : 51.85, Second Sem : 54.57, Third Sem : 60.14, Fourth 57.86, Fifth 62.58, Sixth 69.00

GPA 59.33

A+ Grade

GPA: 55.66

GPA: 44.00