Divya Mudliar

• Audited customer support cases related to digital marketing ad accounts, ensuring compliance with SOPs and service excellence.
• Provided individual coaching and feedback to 20+ agents to improve accuracy, troubleshooting skills, and customer experience.
• Acted as the bridge between operations and new SOP rollouts, ensuring agents were trained on updates in processes, tools, and best practices.
• Drove process enhancement initiatives through root cause analysis, identifying recurring issues and implementing corrective actions to reduce errors and escalations.
• Monitored and analyzed CSAT/PSAT performance metrics, ensuring targets were consistently met without compromising quality or compliance.
• Delivered insights and reports highlighting trends, gaps, and opportunities, enabling leadership to make data-driven decisions for continuous improvement.
• Collaborated with agents to adopt digital marketing troubleshooting best practices, enhancing resolution rates for ad account-related concerns.

• Monitoring audits on customer-submitted data for accuracy and compliance.

• Evaluating and preparing detailed summaries outlining audit findings and recommendations for improvement.

• Effectively communicate feedback to customers in 5+ countries and 30+ cities, fostering positive relationship on a weekly basis.

• Provide coaching to new joiners for the process and assist them for accuracy enhancement.

• Sending Productivity Reports of the team & Allocating tasks on weekly basis.

• Taking the ownership to organize team huddles and discuss day on day operational tasks for the team.

• Regularly conducted audits and assessments to pinpoint areas for improvement, enabling proactive implementation of necessary changes to enhance operational efficiency and effectiveness.

• Provide feedback and coaching to team members to enhance their performance and identify trends and patterns to ensure adherence to quality standards.

• Using data annotation tool for machine learning models for different projects.
• Managed 2500 data jobs per day with high accuracy in the team.
• Reports the anomalies in the jobs received and communicate trends to Manager
• Support given to New Hires to improve the learning curve
• Ensured that the KPIs & SLAs are met on daily basis
• Understand performance metrics and process requirements to drive business results in live environment
• Meets predetermined and assigned productivity targets and quality standards with aggressive deadlines
• Contributes to process improvements to reduce handling time, improving the quality of work.

• Validating the cheques sent by Synchrony bank through scanning and aiming at accuracy enhancement
• Always achieved Productivity Targets & Accuracy metrics in order to improve quality of work
• Supported with Overtime when required in peak time and team with low bandwidth
• Ensured that the KPIs & SLAs are met on daily basis
• Ensure that the audit process definitions are updated as per the latest root causes and error classifications.