Tonmoy Boruah

• In my role at E2Open (WiseTech Global), I was supporting SaaS (Software as a Service) customers who were using the Inttra Shipping portal for different services. The services included were booking of cargo with different shipping lines, submitting shipping instructions, documentation of dangerous goods before shipping, and getting the customer clearance. It also included generating different reports, which are mandatory requirements for shipping lines, exporters, and importers. EDI (Electronic Data Interchange) was basically used for communication. Different tools, like JIRA and SAP, were used for supporting customers.

Supervised operations of a family-run local shop as well as assisting government contractors with online form-filling for different government departments, like the pollution control board, PWD, etc.

• The main function in this role was the continuous monitoring of the chats of advisors and ensuring that quality parameters are met. Based on the observation while monitoring, I need to provide feedback and training to the advisors, implement different programs for outlier advisors, as well as for other advisors, on the topics where there is a high number of errors. Conduct different processes, such as voice of the customer, coach the coach, and weekly calibration with all supervisors. I was overall handling the quality part for 25 to 30 advisors.
  In terms of client engagement, I was responsible for a weekly call with the quality manager on the client side and updated them on the weekly performance of the team. We need to update the clients on what plan we are implementing to help outliers, and what help we need to fix the occurrAlso, in times of any product launch or repair programs, we need to learn about it and train the advisors for queries about it.

• Support customer queries via chat. The customers are mainly B2B, technicians, high-premium stores, etc. The services included queries on inventory issues, preliminary investigation based on the knowledge base available to determine if a product is under warranty, or if there is any repair program available. Issue of customer satisfaction code for coverage, issuing credit using the SAP function. Resolving customer queries through effective communication and problem-solving techniques. Identified process improvement opportunities and enhanced overall customer satisfaction rates. Also, I provided mentorship to new team members on best practices.