Vikas Jaiswal

• Led localization and language production processes to ensure accurate translation while preserving original meaning and intent.
• Adapted content culturally and linguistically for target markets to improve audience understanding and engagement.
• Managed language quality assurance to ensure consistency, clarity, and cultural relevance across all localized content.
• Coordinated with translators, reviewers, and stakeholders to deliver high-quality multilingual content within deadlines.
• Ensured localized content aligned with regional language nuances, tone, and cultural context.
• Localized content beyond translation by adapting tone, expressions, and cultural context for target audiences.
• Supervised translation workflows and maintained high language quality standards across projects.
• Collaborated with cross-functional teams to deliver clear, culturally aligned content for global markets.

Acting Team Leader / Subject Matter Expert – Concentrix (OptumBank)

• Coordinated and executed operational processes to ensure smooth delivery and production readiness
• Led pilot batches during business expansion and ensured successful go-live and call-taking
• Conducted Root Cause Analysis (RCA) to identify issues and implement process improvements
• Ensured adherence to quality standards and monitored performance metrics
• Created and maintained process documentation, SOPs, and training materials
• Managed complex operational queries and provided expert guidance as an SME
• Communicated effectively with stakeholders across locations and teams
• Used MS Excel for reporting, tracking, and performance analysis
• Prepared and delivered presentations for training, reviews, and process updates

Customer Service Executive / Subject Matter Expert – Delta India (McAfee Antivirus Process)

Roles & Responsibilities:

• Handled inbound and outbound calls for the McAfee Antivirus process
• Assisted customers with technical issues related to installation, activation, and troubleshooting
• Provided support for product queries, renewals, and subscriptions
• Scheduled and coordinated calls for the corporate sales team
• Worked as a Subject Matter Expert (SME), supporting agents with real-time issue resolution
• Guided team members on process updates, call handling, and best practices
• Assisted in team performance improvement and quality adherence

Achievements:

• Recognized for providing effective technical support and first-call resolution
• Consistently met or exceeded productivity and quality targets
• Played a key role in reducing escalations by supporting agents as an SME
• Appreciated by management for team guidance and process knowledge

Career Highlights:-

• Received customer compliments for quick delivery of critical and multilingual projects on tight deadlines.

• Internal Team appreciation for introducing amendments in tools and upgrading with help of a technical team.

Tools:-

• MS Office, Excel Microsoft Teams & Outlook.

• Handled inbound calls for Expedia travel services
• Managed hotel, flight, and car rental bookings
• Processed reservations, changes, and cancellations
• Assisted with voluntary and involuntary cancellations
• Ensured accurate bookings and customer satisfaction
• Assisted customers with inquiries and resolved issues through multiple communication channels.
• Managed customer accounts and updated records using CRM software effectively.