KEN MUSHAHARY

• International Gaming Support - Pokémon Go and Dara Casino:
• Ensured minimal wait times by prioritizing tasks effectively during peak hours
• Assisted players with daily game issues
• Responded to customer queries and provided excellent customer service
• Handled high-volume calls whilst maintaining professionalism and composure
• Provided professional and helpful support to new and existing clients
• Managed difficult situations for positive outcomes
• Balanced multiple tasks simultaneously without compromising on quality of service
• Managed approximately 80 incoming calls, emails and faxes per day from customers.

• Responsibilities: KAM (SaaS)
• Advised management of customer service trends, creating proactive strategies to maintain best practices
• Utilized CRM software proficiently, streamlining the complaint-handling process
• Performed administrative duties efficiently; this included managing schedules, organizing files and drafting correspondence
• Assisted in training new staff to ensure consistency in service delivery
• Exceeded targets by delivering comprehensive and consistent service
• Updated account information after customer calls for well-maintained data accuracy
• Escalated complex issues quickly to supervisors to avoid lost revenue
• Kept up-to-date with company policies, ensuring correct information was given at all times
• Delivered exceptional service to increase customer loyalty
• Recorded customer interactions, providing valuable data for management review
• Resolved complaints with proactive problem-solving and analysis
• Improved customer satisfaction by addressing and resolving complaints swiftly
• Handled live chat queries within strict timeframe targets
• Improved company processes by analysing customer feedback and service trends
• Supported 67+ E-commerce sellers on platforms like Amazon, Flipkart, Shopify, WooCommerce, POP Club, and private shopping websites
• Managed order processing, technical support, and payment tasks for daily operations
• Resolved excess weight-related deduction issues to optimize cost efficiency
• Led Customer Service, ensuring prompt ticket responses and effective query resolution
• Supervised 11 agents in First Mile servicing and 2 agents in Last Mile
• Provided exceptional customer support via email, chats, and calls
• Managed 'NDR - Non-Delivery Response' department to meet delivery rates
• Collaborated with cross-functional teams for seamless operations
• Established and maintained relationships with suppliers and vendors
• Handled product returns and reverse logistics
• Ensured high-quality standards and customer satisfaction
• Utilized Warehouse Management Systems (WMS) for logistics optimization
• Managed shipping, freight, and last-mile delivery
• Processed purchase orders for inventory procurement
• Initiated Return to Vendor (RTV) for excess stock
• Coordinated stock transfers between warehouses
• Handled logistics for Amazon's Fulfilled by Amazon (FBA) program
• Handled escalated queries from customers, brought about swift resolutions

• Responsibilities: US Mortgage (California):
• Joined as Mortgage Process associate, responsible for mortgage documentation.
• Assisted in accurate documentation of mortgage documents into client's database.
• Addressed client queries on corrections/modifications via email/chat/phone communication.
• Progressed to Quality Analyst role, ensuring adherence to quality standards.
• Promoted to team leader, overseeing 14 agents and managing their performance.
• Supervised 54 agents, ensuring target achievement in alignment with KPIs and SLAs.
• Implemented productivity strategies, provided guidance, and optimized team efficiency.
• Conducted regular performance evaluations, provided feedback, and implemented training programs.
• Acted as escalation point, resolving complex issues and ensuring client satisfaction.
• Collaborated with cross-functional teams to streamline processes and meet client requirements.

Responsibilities: Seller Onboarding (Flipkart)

• Executive for Flipkart Seller Onboarding Team.
• Assisted sellers in smooth onboarding and listing.
• Verified seller documents for compliance.
• Contributed to the"Sunrise" project for eastern India.
• Achieved targets with high-quality standards.
• Addressed seller queries promptly.
• Collaborated with cross-functional teams.
• Maintained accurate documentation.
• Identified process improvements
• Managed approximately 80 Outbound calls, emails, and faxes per day to customers.