Naveen Arockiasamy K

• Delivered at Examroom.ai seamless remote onboarding and live proctoring services to over 5,000 candidates across global regions, ensuring 100% compliance with exam integrity and regulatory standards.
  
  Provided multi-channel Level 1 support (chat, email, phone) using AWS-powered systems, specializing in real-time troubleshooting of connectivity, authentication, and technical platform issues.
  
  Shadowed support operations for Credentia.com as a Call Support Executive (L1), gaining hands-on experience in cloud-based tools, live chat, and telephonic support under AWS infrastructure.
  
  Played a pivotal role in the transition to Omnichannel Support in 2023, efficiently managing candidate communications across integrated platforms and maintaining high CSAT (Customer Satisfaction) scores.
  
  Acted as interim floor lead during senior staff absences, overseeing shift operations, mentoring junior agents, and ensuring SLA adherence and swift escalation resolution.
  
  Consistently exceeded KPIs and KRIs, maintaining a zero escalation record for 3 consecutive years and contributing to top-tier team performance.
  
  Collaborated with QA and operations teams to improve onboarding workflows, knowledge bases, and issue-handling SOPs, directly enhancing service quality and turnaround time.
  
  Maintained detailed compliance documentation and incident logs, supporting audit-readiness and continual service improvement efforts.

• Represented Emiratesislamic.ae as a Direct Sales Agent (DSA) via FintrekMarketing.com, promoting banking and financial products including credit cards, loans, and account services to retail and corporate clients.
  
  Conducted in-depth client consultations and follow-ups, leading to a 35% increase in closed deals and a measurable improvement in customer acquisition rates.
  
  Resolved customer concerns and post-sales issues swiftly, significantly boosting customer retention and building long-term trust with clients.
  
  Mentored and trained junior agents in CRM best practices, customer interaction techniques, and objection-handling strategies, improving team efficiency and customer engagement quality.
  
  Utilized CRM software to manage sales pipelines, monitor lead status, and analyze conversion metrics, ensuring consistent progress toward monthly sales goals.
  
  Performed extensive lead research and competitor analysis to uncover untapped market segments and cross-selling opportunities.
  
  Developed and implemented targeted sales strategies, helping the team consistently exceed performance benchmarks and contribute to branch revenue growth.
  
  Attended product training and compliance sessions to stay updated on banking regulations, Sharia-compliant financial products, and service enhancements.
  
  Reported directly to regional sales managers, sharing client feedback and market trends that informed strategic planning.

AI Annotation & Retail:-

• Worked on the PepsiCo shelf image recognition project, using www.snap2insight.com platform to analyze retail shelf photos, count SKUs, monitor planogram compliance, and track brand presence across multiple geographies.
  
  Performed daily image annotation and labeling tasks—tagging, bounding boxes, and classification—for machine learning model training, enhancing AI detection accuracy by over 90%.
  
  Managed the daily clearing of annotation buckets (image batches), ensuring all assigned image sets were labeled accurately and submitted before deadlines, maintaining a 100% on-time completion rate.
  
  Collaborated closely with data scientists, product managers, and QA teams in daily stand-up meetings to discuss progress, resolve blockers, and refine annotation guidelines.
  
  Conducted manual validation and QA of AI-detected outputs, identifying false positives/negatives and escalating edge cases for retraining the ML models.
  
  Analyzed user behavior and product performance trends using tools like Excel, and provided actionable insights to enhance client reporting and AI model efficiency.
  
  Maintained structured documentation for project datasets, annotation protocols, and training iterations, ensuring traceability and compliance with data standards.
  
  Actively contributed to multiple AI/ML-based image analytics projects, supporting retail intelligence solutions for Fortune 500 FMCG clients.

• Promoted healthcare products to over 100 clients weekly, addressing inquiries and offering usage guidance.
• Achieved customer satisfaction and sales targets consistently.
• Monitored competitor activity during promotions to stay informed about market trends and adjust strategies accordingly for maximum effectiveness.