Priyanka Rathod

• Working in the Multiq department and handling both prepaid and postpaid calls.
• Getting multiq Csat surveys was appreciated by managers.
• Ensuring that we meet the parameters every month to earn incentives.
• Learning new things every day to enhance the quality of my work.
• Developed strong relationships with customers by providing personalized assistance and support.
• Contacted customers about potential service upgrades, new services and account changes.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Presented existing and prospective customers with valuable service or product information to aid in decision-making.

• Provided exceptional customer service to ensure customer satisfaction.
• Monitored customer feedback regularly to identify areas for improvement in services offered.
• Improved product knowledge on a continuous basis to provide optimal service and achieve performance parameters.
• Provided technical support when necessary to resolve complex problems.

I got promoted later and became a Floor Support.

• I was handling an OJT batch.
• Monitoring the agents' performance, audited calls provided one-on-one feedback to the agents wherever needed.
• Ensuring team productivity and hygiene.

• Monitoring the process of the following activities, and liaising with service partners for the completion of the same within the agreed deadline.
• Maintaining reports and delivering them within the given TAT.
• Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
• Handling emails, following up with MSPs, stakeholders, and making escalations to the respective partners.