Muskan Gupta

• Manage ticket queues, and assign tasks for troubleshooting and resolution.
• Coordinate ticket resolution with internal teams and support resources, ensuring prompt action.
• Provide proactive email support, and leverage strong analytical skills for troubleshooting.
• Assist with complex operational tasks by providing insights and support.
• Optimize processes and tools to drive improved efficiency across teams and functions.
• Ensure SLAs and KPIs are consistently met through careful monitoring and performance tracking.
• Collaborate with cross-functional teams (operations, support, and other departments) to resolve issues and improve workflows.
• Escalate issues effectively with clear, concise communication to ensure timely resolution.
• Handle high workloads efficiently, ensuring that quality standards are maintained.
• Undertake administrative tasks, and support new process rollouts to improve operational efficiency.

• Manage training activities, including overseeing new hire training (NHT) batches.
• Conduct pre-knowledge transfer (PKT) and refresher sessions to enhance skills.
• Make strategic decisions based on training needs identification (TNI) and analysis (TNA).
• Develop project content related to process training and skill enhancement.
• Lead process improvement initiatives to streamline training processes, and enhance operational efficiency.
• Generate reports on training outcomes and performance metrics to measure effectiveness.
• Collaborate with cross-functional teams to ensure training aligns with business needs and goals.

Freelancer role at the British Council.

• Troubleshooting and assisting students during ACCA examinations.
• Ensuring a seamless exam experience for students.
• Conducting training sessions for both tenured and new employees.
• Tracking and maintaining student data on a daily basis using Excel.
• Assisting colleagues with the internal greeting process.

• Provided level one support for customer queries related to the product.
• Conducted trainings for clients and new joiners on the LMS product.
• Assisted colleagues in sorting tickets and provided support for testing purposes.
• Offered assistance to clients via calls and emails, managing tickets effectively.
• Generated daily ticket reports for submission to team leadership.
• Resolved discrepancies in Freshdesk to ensure efficient sales operations.