R Ram prasath

• Resolving the customer queries,identifying the fraud customers by investigating the customers multiple linked accounts with their credentials and history of purchases.
• Processing the refund for customers with no fraud activities and sending the accounts with fraud activities for closure.
• Maintaining quality of 95% and AHT less than 580 seconds
• Managed high volumes of cases while maintaining a strong focus on quality assurance and adherence to company policies.
• Reduced case resolution time by streamlining the complaint handling process and utilizing conflict resolution skills.
• Increased department efficiency through thorough documentation of case details, leading to well-informed decision making.

• Handling basic enquiries from customers/coaches regarding product details, cancellation, order status,
  etc. via Live Chat.
  Achieve daily target, CSAT(Customer Satisfaction)> 9.50 and maintain AHT(Average handling time) less
  than 270 Seconds
• Technical Support - Handling enquiries from Coaches regarding their business activities, commissions and promotional
  earnings.
  Resolve all the technical issues reported by the users in App, Website by providing trouble shooting
  steps.
  Achieve daily target, CSAT > 9.25 and maintain AHT less than 570 Seconds.
• Escalation Support - Handling escalation chats by reiterating the policy and give resolution based on the exception policy.
  Create follow up for the technical error in an account related to earnings and follow up through email
  within the timeframe.

SUBJECT MATTER EXPERT

Responsible for implementing and maintaining the operations of the BPO.
Conduct calibration sessions with all associates about the process and policies.
Analyzing the team performance on weekly basis and work with functional managers to obtain
necessary resources to support the associates lagging in their performance.
Drive the team to achieve their daily target.
Monitor escalations and ensure timely closure. Also, work towards reduction in escalations.