YESURAJ PETER

• Led a team of 20+ members, managing their (KRAs), daily operations, and ensuring alignment with business-as-usual (BAU) objectives.
• Monitored team performance, provided regular feedback, and drove accountability to achieve operational excellence and meet SLAs.
• Enhanced Merchant Satisfaction (M SAT) by delivering end-to-end merchant support, coordinating with vendors for swift issue resolution, conducting regular agent feedback sessions, and auditing calls to maintain high service quality.
• Reduced Average Handling Time (AHT) through automation of routine tasks, workflow optimization, and systemic improvements in ticket lifecycle management.
• Accelerated Average Resolution Time (ART) by leveraging data-driven insights and implementing Robotic Process Automation (RPA), resulting in quicker query resolutions.
• Partnered with Tech Teams to investigate and resolve settlement and refund-related issues, significantly improving platform reliability and merchant experience.
• Automated Merchant Ticket Reporting through data injection techniques, enabling real-time tracking of performance metrics and speeding up issue resolution.

Organization: Social Media & Grievance Redressal Expert Social Media Complaints Handling Regulatory Complaint Management (IRDAI & PMO) Grievance Redressal Cell

• Handled escalations across platforms like Twitter, Facebook, and Google Reviews with a 15-minute response SLA.
• Coordinated with cross-functional teams (Claims, Ops, IT, Underwriting, Sales, etc.) for hourly follow-ups and priority resolution.
• Drafted professional responses and successfully converted negative reviews to positive; managed review deletion requests.
• Conducted RCA (Root Cause Analysis) to drive process improvements via IT changes, training, and SOP enhancements.
• Maintained end-to-end MIS reports and trackers for all social escalations and actions taken.
• Ensured timely and compliant responses to IRDAI and PMO grievances; collaborated with legal teams for sensitive matters.
• Uploaded monthly data to the IGMS portal and tracked TAT closures rigorously.
• Responded to all grievances within defined TATs, providing assistance via email, calls, and internal coordination.
• Prepared detailed MIS reports and monitored complaint trends for actionable insights.