Megha Jha

• Lead a customer support team, ensuring efficient case resolution and service quality
• Implemented quality mechanisms learned from previous experience to streamline processes
• Manage Salesforce Case Management to optimize customer interactions and case handling
• Drive process improvements to enhance customer satisfaction and operational efficiency
• Mentor and train team members for performance improvement

• Provided technical support and resolved complex customer issues using Salesforce
• Conducted on-the-job training for new hires to improve product knowledge and case handling efficiency
• Assisted in automating case triage processes to improve response times

• Utilized quality mechanisms to assess customer interactions.
• Identified process gaps through detailed analysis of call data.

This experience played a key role in streamlining processes at TraceLink.

• Delivered customer service solutions, handling queries and resolving concerns
• Maintained high customer satisfaction scores through effective issue resolution

• Managed airline process and analytics research
• Conducted customer outreach and survey calls to gather insights