Sagar

◾ Applied data-driven, results-oriented strategies to enhance performance KPIs:

• Maintained overall customer satisfaction with customer feedback consistently above 80% and reduced average customer ticket issuance to less than 1 per month.
• Elevated overall quality, increasing the quality score from 3.6 to 4.2 out of 5, and enhanced accuracy percentage from 23% to 12%.
• Decreased average customer response time from 2.5 hours to 1 hour.

◾Coordinated with cross-functional teams to boost productivity:

• Provided suggestions implemented by the development team on the Q&A portal, enhancing usability for experts.
• Collaborated with the AI/ML team, offering regular feedback to refine the AI model embedded on the portal using prompt engineering.
• Enhanced overall expert availability in desired shifts.

◾ Successfully led a team of 8, overseeing 200+ freelance/vendor experts and optimizing resource utilization:

• Identified performance gaps among team members and provided training to leverage technological trends, aligning productivity with industry standards.
• Optimized shift timings of team members based on data analysis reports, resulting in reduced response times.
• Developed tests for skilled expert onboarding and conducted interviews for expert hiring.
• Conducted live seminars to educate experts on areas of improvement, enhancing their content quality, and provided regular feedback.
  

• Used different learning modes (online and offline) and types of technology to engage students in achieving learning outcomes.
• Developed diversified course curriculum (theory and practice booklet) to meet competitive exams standards and support learning objectives.
• Mentored new faculty members, contributing to a supportive and collaborative work environment.

• Utilized diverse online and offline learning methods and technologies to engage students and achieve learning goals effectively.
• Developed a competitive exam-oriented curriculum including theory and practice materials to meet learning objectives.
• Mentored new faculty members, fostering a supportive and collaborative work environment.