Customer Support and Quality Manager
Guiding Star Digital Publishers LLP (Chapter Apps)
- Managed a team of six customer support executives focused on serving content and technical support to clients, ensuring prompt and effective resolution of technical and content-related issues.
- Crafted and executed customer success plans, proactively resolving challenges to align with client objectives, and improve retention.
- Collaborated with development and PM teams to create tailored solutions, driving value, and meeting client-specific needs.
- Implemented a feedback program, boosting client satisfaction ratings by 90%.
- Developed a customized product for a leading insurance company, enhancing employee training, and agent acquisition processes.
- Streamlined customer support strategies, utilizing tools like Freshdesk and Jira for efficient service delivery and reporting.
- Managed high-volume client migrations, maintaining satisfaction, and minimizing disruptions.
- Conducted performance evaluations and training, improving team productivity and service quality.
- Developed and implemented customer support strategies tailored for timely ticket resolution, resulting in a 95% improvement in client retention and satisfaction rates.
- Create test cases, cross-examine team testing, and provide the root cause of the bugs to the developers and PM team.