Laxman James

Automations Project Accomplished

• DFW- Digital Floor Walker – A new chat boat toll was developed for the advisors’ level to assist in searching the SOPs.
• QA Automation Tool – On client recommendation this tool was created as client requested to audit 100% of calls.
• CMT – Case management tool was created to reduce the manual efforts which also helped in enhancing the quality of work.

Operations Involvement

• Developed strong communication and organizational skills through working on group projects.
• Used critical thinking to break down problems, evaluate solutions and make decisions.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Acted as a team leader in group projects, delegating tasks and providing feedback.
• Monitor and improve ordering, telephone handling and other procedures.
• Prepare reports for different departments or upper management.
• Improving customer service experience, create engaged customers and facilitate organic growth.

• Provided positive customer experiences and enhanced brand reputation through attentive, helpful service.
• Provided friendly, attentive service by promptly responding to customer enquiries and processing order requests.
• Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
• Answered customer questions about product availability and shipment times.
• Refunded money and adjusted bills to resolve customer service or billing complaints.
• Utilized problem-solving skills to address customer queries and complaints.

• Enhanced customer journeys and experiences through relevant and tailored responses to customer issues.
• Updated customer payment plans, ensuring meticulous accuracy when recording and processing account details.
• Generated new sales leads to achieve and exceed monthly sales goals.
• Selling antivirus software to the customer, showing benefits and the risk of not having antivirus.