Manish Rawat

• Managed 3 or more simultaneous live chats, maintaining an AHT of 11 minutes, and achieving a consistent 75% CSAT score.
• Resolved global customer queries across chat, email, and occasional voice channels for gaming clients.
• Ensured 98% SLA adherence by providing prompt, accurate resolutions.
• Collaborated with quality teams to identify process gaps, reducing repeat contacts by 12%.
• Mentored and supported new hires by sharing product knowledge, and handling live escalations.

• Resolved client queries and concerns related to games from a global customer base.
• Achieved process KPIs while managing multiple concurrent chats.
• Ensured compliance with company guidelines through customer-first communication.
• Contributed to knowledge base updates, enhancing First Contact Resolution (FCR) by 10%.

• Consulted with SMEs and business owners to provide digital visibility and advertising solutions.
  
• Consistently exceeded targets, achieving 120% of monthly sales quotas.
  
• Built and managed a portfolio of 50 or more active clients.

Renewal Specialist (Jan 2014 – Jan 2015):

Promoted within 6 months to manage renewal accounts, ensuring continued client engagement.

• Improved client retention by 20% through proactive relationship management and value-driven upselling.
  
• Handled escalations, resolved objections, and strengthened long-term partnerships.