MANSI TYAGI

Achievements:

• Extensive experience in the IN Market Voice Process (Blended), providing support for North American clients.
• Proficient in escalation management, including skills in Viking, SNR (Search and Rescue Team), and currently contributing to Amazon Business.
• Consistently received positive feedback in client surveys.
• Recognized with the Customer Obsession Award three times and the Best Performer Award twice for exceptional performance.
• Earned the RNR Award for achieving 100% SLA and team goals.

Responsibilities:

• Address a broad range of customer inquiries and administrative tasks, ensuring resolutions are within company policies while maintaining customer satisfaction.
• Participate in a specialized team focused on analyzing customer behavior and account trends.
• Monitor and maintain scorecard metrics, including Escalation Matrix, Contacts Resolved Rate, Contacts Handled Rate, Customer Understandability Score, Contact Handled Time, Aux Usage, and Positive Response Rate with Repeat Adjusted Variance.
• Maintain a high level of professionalism and collaborate effectively with the team to meet operational goals.

• Initially joined the Voice Process for the IN Market and later took on the role of a temporary Subject Matter Expert (SME), providing support to the team and mentoring new employees.
• Led training sessions for 3-4 batches, equipping them with the necessary skills for the designated team.
• Cross-skilled in escalation management, handling complex customer issues effectively.
• Recognized with the Best Performer Award twice for outstanding contributions.
• Received the RNR Award for achieving SLA and meeting team goals.
• Resolved customer queries efficiently, ensuring high levels of satisfaction.
• Trained new hires on team responsibilities, tools, and techniques to ensure smooth onboarding.
• Supported team members by addressing their queries and managing escalations.
• Compiled and shared daily work reports, identifying and addressing operational loopholes to improve efficiency.
• Maintained accurate records of customer interactions, employee reports, and issued work gadgets.