DIVYA TANDON

• Executed a comprehensive CSAT improvement strategy for T1 agents by conducting call and chat audits.
• Conducted analysis on DSAT data and provided recommendations for improvement.
• Reviewing DSAT cases on check the disatification reason and categorized under - Product, Policy, Agent error, Process scope.
• Coached bottom quartile agents Q3 and Q4 during live audits. Implemented Dip checks.
• Facilitated internal and external Calibration within the Teams and IQA's for consistent outcomes.

• Reviewed and escalated cases and bugs reported by customer support team to product team for resolution.
• Escalated product issues to PSM's for out of scope T2 incidents.

Additional Role and Responsibilities as core support.

• Successfully supervised and led a diverse group of 12-16 FTE's in my role as an aspiring virtual trainer.
• Optimized team connectivity by providing timely updates on Aux Adherence and Break Management metrics.
• Managed dip checks and organized mandate training for learning essentials. Conducted call listening sessions alongside facilitating mock calls.

• Offered assistance with personal and corporate banking services to our client.
• Delivered support to Prime banking clients through web chat and smart messaging.
• Provided guidance to clients on Barclays' platforms, including the website and portal, facilitating parking slot reservations for bank account opening as well as resolving associated queries.

Project - Google Maps

Collaborated with business owners to establish their presence on Google Maps by creating pages, transferring ownership, and verifying locations.

Efficiently managed business pages, improving SERP rankings through strategic advising on optimization and implementation strategies.

Facilitated seamless business relocation and relationship building at new location through authorization for web page updates and maintenance.