Swati Balan

* Worked in blended customer support processes, handling live chat in Malayalam, Hindi, and English to assist users with queries and content-related issues.

* Provided real-time chat support for platforms like ShareChat, ensuring timely and culturally appropriate responses in regional languages.

* Performed data annotation tasks including bounding box labeling and semantic segmentation for AI training models in projects like Fractal and LeapTools.

* Conducted document verification and reviews for identity validation and fraud detection in SheerID.

* Maintained KPI targets and achieved quality scores consistently above 95%, ensuring high accuracy in support and annotation tasks.

* Collaborated with internal QA teams to ensure compliance, accuracy, and process improvement across all assigned projects.

* Handled inbound customer support calls in Malayalam, Tamil, Hindi, and English, assisting a diverse customer base.

* Resolved queries related to digital transactions, wallet services, and service issues with clarity and empathy in PayNearby process.

* Maintained quality scores above 95% consistently through clear communication and accurate resolution.

* Achieved and exceeded KPI targets including average handling time, customer satisfaction, and first-call resolution.

* Ensured proper call documentation and followed up on escalations as needed, contributing to team performance and service excellence.

* Resolved customer inquiries through effective communication and problem-solving techniques.

* Handled both inbound and outbound calls, providing support and information to customers. Resolved queries efficiently and ensured customer satisfaction across multiple projects like IOCL and JK Cement.

* Collaborated with team members to improve service response times and enhance customer satisfaction.

* Managed both inbound and outbound customer calls, ensuring prompt and courteous service across various projects.

* Delivered product support and service information related to battery solutions for Exide Batteries and SF Sonic customers.

* Handled escalation calls in regional language (Malayalam), providing empathetic and effective resolutions to complex customer issues.

* Maintained accurate customer records and followed up on queries to ensure high levels of customer satisfaction.

* Collaborated with internal departments to escalate and resolve service issues, contributing to improved operational efficiency.