Sai Kiran Anantha

• Department in month of June 2022
• Roles &, As a customer support executive:
• We had undergone the training in 3P, understood the basic difference between 1P and 3P, we learned how the refund and return process starts and ends in the back end
• We handed tickets raised by customer via customer portal and those are resolved by our end with issuing refund and initiating returns for the items As a, Took calibration to people who joined as auditors to get them on same line, I learned how to audit cases and mark down the agent on core attributes of Fatal & Non-Fatal
• Understood the Audit methodology based on defect-based system we take case of agents and audit cases of agent & mark down them on fatal and non-Fatal of number of Fatal count and non-Fatal count from sample audits will be entered in DBR Defect
• Conduct regular performance evaluations and provide feedback to team members
• Establish and enforce quality standards and service level agreements (SLAs) for response times, resolution rates, and customer satisfaction metrics
• We understood the mechanism how audits are done we dive in the case and investigate the case and mark the agents on fatal attributes and, we have worked on process improvement plans and took feedback session to the agents are making them understand where they are making the mistakes where are making
• Also worked on DBR and discussions took place on this daily reports, fatal and non- fatal are discussed
• Helped conduct internal and vendor quality audits to satisfy SOP requirements
• We provide feedbacks to associate who failed to follow the sop via email or O-O-O
• If associate failed to prove his/her performance, we implement PIP (performance improvement plan) which leads to termination of associates of they fail to provide given Target Quality score
• Utilize data analytics tools to track key performance indicators
• (KPIs) related to customer satisfaction, order accuracy, and service quality
• Generate regular reports and dashboards summarizing key
• Quality metrics, performance trends, and actionable insights
• Utilize data-driven approaches to measure the impact of quality initiatives and track progress toward goals
• Present findings and recommendations to senior management
• And other stakeholders to support decision-making and strategic
• Planning
• Certification to partners company Via Teams are conducted where we monitor the agents of Tech M and Viva Connect and send the certification report to Tech M and Viva Connect & Help them to Stand on SOP’s and Make Their Quality 90-95% which is given by Management
• RCA’s are done when there is MD Escalation, where buyer contact us via Social Media like Facebook, Twitter, Play store, Link-din, Etc
• By Using the 5 Why’s methodology we try to solve the escalated case
• Call Auditing: -
• Conducted comprehensive call audits to ensure compliance with established standards, evaluating processes and outcomes
• Developed and implemented standardized evaluation forms, assessing criteria including script adherence, communication skills, and regulatory compliance
• Provided detailed and constructive feedback to Associates based on call audit findings, contributing to continuous improvement in customer interactions
• Collaborated with the training team to design and deliver targeted programs addressing identified areas for improvement
• Analyzed aggregated data from call audits, identifying trends and patterns to make informed decisions for process enhancements
• Successfully improved overall quality metrics
• New Implementation: -
• Implemented new tool to send feedback to agent (associates) once feedback sent to agent they are asked to acknowledge the same
• Took new training session to new joiners in where our partners were “Fives”
• Extra activity:
• I took Training sessions for tech M agents made them understand the concepts of Kaptur and OMS and took live cases and explained how a ticket Is created and how it flows from buyer to cs associate and showed them how to give perfect resolution to buyer by following 6 core steps in Process made them understand how to close the case in no time
• Took Certification programs to Tech Mahindra and Viva connect as they are partner for Reliance
• Working as transaction risk management System in amazon development center from Feb 28th 2021 to Feb 2nd 2022
• We deal with the A-Z Guarantee claims form customers from all over the world
• Tracking the carrier and updating the same information to the customer via email
• We fault amazon if responsibility is taken by Amazon or We fault seller and debit amount if responsibility is taken by seller
• Taking appropriate action on the claim and submitting them.

As a Customer Support Associate at Reliance, my primary responsibility is to ensure exceptional customer service and satisfaction through various communication channels, particularly email. Here are the key roles and responsibilities associated with my position:

Responding to Customer Inquiries: Timely and accurately addressing customer queries, concerns, and requests received via email. This involves understanding the customer's needs, providing relevant information, and offering appropriate solutions.

Problem Resolution: Troubleshooting and resolving customer issues effectively. This may include investigating problems, coordinating with other departments for assistance, and ensuring prompt resolution to enhance customer experience.

Product Knowledge: Maintaining a comprehensive understanding of Reliance's products, services, policies, and procedures. Being able to educate customers about features, benefits, and usage instructions to assist them better.

Order Processing: Assisting customers with placing orders, tracking shipments, and managing returns or exchanges via email communication. Ensuring accuracy and efficiency in processing customer transactions.

Technical Support: Providing basic technical assistance to customers experiencing product-related issues. This may involve troubleshooting common problems, guiding customers through troubleshooting steps, and escalating complex technical issues to the appropriate teams.

Customer Feedback: Soliciting and gathering feedback from customers to understand their satisfaction levels and identify areas for improvement. Actively listening to customer concerns and suggestions to relay valuable insights to the management team.

Quality Assurance: Maintaining high standards of professionalism, accuracy, and etiquette in all email interactions with customers. Adhering to company guidelines and protocols to ensure consistency and quality in service delivery.

Documentation and Reporting: Documenting customer interactions, inquiries, resolutions, and feedback accurately in the customer relationship management (CRM) system. Generating reports and insights on email performance metrics for review and analysis.

Collaboration: Collaborating with cross-functional teams such as sales, marketing, and technical support to address customer needs holistically. Sharing relevant information and insights to facilitate seamless communication and problem-solving.

Continuous Learning: Staying updated on industry trends, best practices, and product developments to enhance knowledge and skills. Participating in training sessions, workshops, and skill development programs provided by the company.

• Chatting with customers in German and India we come across the issues that customers are facing while placing the Order in amazon app or website
• We issue Refund or we create a Replacement to the buyer if they are facing problem with the item or product we are arrange returns via using Return label or QR code where buyer can return the item with in the timeframe
• We also provide the return less refund or return less replacement to the buyer, if they are eligible
• Return less refund or replacement are applicable only to Non- Returnable item like food items or groceries and glass items etc
• We deal with E-mail, Chat and message us, which are major Tools of Amazon Corporate

As a customer support , my primary responsibility is to ensure exceptional customer service and satisfaction through various communication channels, particularly email. Here are the key roles and responsibilities associated with my position:

Responding to Customer Inquiries: Timely and accurately addressing customer queries, concerns, and requests received via email. This involves understanding the customer's needs, providing relevant information, and offering appropriate solutions.

Problem Resolution: Troubleshooting and resolving customer issues effectively. This may include investigating problems, coordinating with other departments for assistance, and ensuring prompt resolution to enhance customer experience.

Product Knowledge: Maintaining a comprehensive understanding of Reliance's products, services, policies, and procedures. Being able to educate customers about features, benefits, and usage instructions to assist them better.

Order Processing: Assisting customers with placing orders, tracking shipments, and managing returns or exchanges via email communication. Ensuring accuracy and efficiency in processing customer transactions.

Technical Support: Providing basic technical assistance to customers experiencing product-related issues. This may involve troubleshooting common problems, guiding customers through troubleshooting steps, and escalating complex technical issues to the appropriate teams.

Customer Feedback: Soliciting and gathering feedback from customers to understand their satisfaction levels and identify areas for improvement. Actively listening to customer concerns and suggestions to relay valuable insights to the management team.

Quality Assurance: Maintaining high standards of professionalism, accuracy, and etiquette in all email interactions with customers. Adhering to company guidelines and protocols to ensure consistency and quality in service delivery.

Documentation and Reporting: Documenting customer interactions, inquiries, resolutions, and feedback accurately in the customer relationship management (CRM) system. Generating reports and insights on email performance metrics for review and analysis.

Collaboration: Collaborating with cross-functional teams such as sales, marketing, and technical support to address customer needs holistically. Sharing relevant information and insights to facilitate seamless communication and problem-solving.

Continuous Learning: Staying updated on industry trends, best practices, and product developments to enhance knowledge and skills. Participating in training sessions, workshops, and skill development programs provided by the company.

• Justdial is the inbound customer support company we deal with only Commercial Information
• Commercial information is shared to callers via email or WhatsApp or Normal Message
• Commercial information in the sense like Hotels, colleges, schools, Hospitals and many more etc
• We Book Air tickets, Movie tickets, Bus tickets etc
• Via Justdial
• We used to register New business in Justdial and make sure that those business gets leads as many as possible
• We follow up with each and every business Owner by making Calls on regular basis, and help them to solve the issue where they are facing
• PROJECT
• Name of the company: Meenakshi groups (real estate)
• Area of study: Finance
• Topic: Top leaders and their Investment and Returns
• Duration of the project: