Rahul Branta

• Joined as a Customer Support Agent and was later promoted to Customer Support Supervisor based on performance, product knowledge, communication skills, and ability to handle complex customer situations.
• Handled high volumes of customer and affiliate partners conversations through live chat, email, and ticketing systems, resolving account-related concerns, billing and payment issues, technical problems, complaints, and escalations.
• Took complete ownership of customer cases, carefully reviewing the issue and previous communication to provide clear, accurate, and timely resolutions while reducing unnecessary back-and-forth with customers.
• Managed escalated and highly frustrated customers with patience and empathy, focusing on de-escalation, customer retention, and rebuilding trust in the brand.
• Supervised and supported a fully remote, international customer support team, assisting agents with difficult cases, real-time guidance, decision-making, and day-to-day operational challenges.
• Reviewed agent conversations and support quality, provided regular feedback and coaching, and helped improve performance across key metrics including CSAT, response time, resolution time, and overall quality standards.
• Trained and onboarded new agents on product knowledge, customer communication, SOPs, escalation processes, support tools, and company-specific workflows so they could handle customers confidently and independently.
• Worked closely with other departments to investigate unresolved customer issues, follow up on cases requiring backend action, and ensure customers received proper resolutions rather than simply being passed between teams.
• Used tools including Zendesk, Salesforce, Jira, Slack, Google Workspace, and ticketing/CRM systems for customer management, internal communication, escalations, reporting, and workflow tracking.
• Monitored recurring customer issues and support trends, and contributed to process improvements aimed at reducing repeated queries.

• Evaluated AI/LLM-generated responses across English, Hindi and Hindi-Latin for accuracy, relevance, instruction-following, factuality, tone, language quality and overall usefulness.
• Applied detailed client-specific evaluation rubrics to score model outputs, identify errors and failure patterns, provide written justifications, and correct responses where required.
• Analysed prompts and user intent to determine whether AI responses correctly understood the request, followed instructions and satisfied formatting, language and other task-specific constraints.
• Performed factuality, groundedness and hallucination checks, identifying unsupported claims, incorrect facts, attribution errors, context mismatches and reasoning inconsistencies.
• Reviewed multilingual AI content for grammar, fluency, naturalness, script compliance, semantic accuracy and cultural relevance, including Devanagari Hindi and Romanized/Hindi-Latin content.
• Worked across prompt evaluation, localization QA, MTPE, translation review, transcription QA, data annotation, sentiment/toxicity classification and linguistic quality tasks for AI-related projects.
• Followed complex and frequently updated SOPs, annotation guidelines and quality standards, maintaining consistency across high-volume remote projects for multiple clients.
• Evaluated responses from an end-user perspective, focusing on whether they were clear, helpful, contextually appropriate and actually resolved the user’s intended request.

Translation & Linguistic Review

• Translated and reviewed English–Hindi content across millions of words for international clients, covering e-learning courses, websites, technical and financial documents, marketing content, training materials, subtitles, films, videos, documentaries, and digital media.
• Performed linguistic review and proofreading for accuracy, grammar, terminology, context, tone, fluency, and cultural relevance, ensuring the Hindi output preserved the meaning and intent of the original content.
• Worked with detailed client glossaries, style guides, formatting requirements, and quality standards while consistently meeting deadlines across multiple simultaneous projects.

Transcription & Speech Data

• Completed large-volume Hindi and English transcription and review projects, including work related to Google Home voice commands and other speech/voice-recognition datasets.
• Transcribed and reviewed audio with attention to spoken intent, grammar, punctuation, speaker context, timestamps, and transcription accuracy, correcting machine-generated or previously transcribed content where required.
• Worked on project-based transcription assignments associated with major technology and AI initiatives, including Google Home and Microsoft-related speech-data projects.

Data Annotation & AI Training Data

• Annotated and reviewed text, audio, image, and language datasets used for AI, machine learning, NLP, and speech-recognition applications.
• Performed tasks including text classification, intent/context tagging, audio labeling, data categorization according to detailed project guidelines.

Freelance Client & Project Management

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  Managed multiple international freelance projects simultaneously, balancing different workloads, deadlines, client instructions, and quality expectations while maintaining professional communication and confidentiality.
• Maintained 5 star ratings from multiple international clients and 100% job success rate on Upwork.

• Delivered high-quality support via phone, chat, and email, resolving customer inquiries related to billing, technical issues, account management, and service upgrades.
• Maintained consistently high First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores by providing fast, accurate, and empathetic assistance.
• Promoted to Trainer after two years based on performance, product knowledge, and communication excellence.
• Conducted onboarding and training for new support agents, including live coaching, mock call sessions, and product walkthroughs.
• Designed training materials, support documentation, and performance evaluation systems to ensure continuous team growth.
• Supported agents during nesting periods, provided real-time feedback, and helped them meet productivity and quality targets.
• Acted as liaison between frontline staff and operations to improve workflows, reduce escalations, and align processes with customer expectations.
• Used CRM tools, ticketing systems, and SOPs to ensure consistency and quality in customer service delivery.