Experience

• 

  Kaitsta Technologies

  • India
  • Software Development
  • 1 - 100 Employee

  • Operations Manager

    • Oct 2020 - Present

    - Responsible for guiding clients via business calls, setting expectations, and understanding their marketing strategies.- Assembling multiple teams to work on incoming projects, working with managers and team leads in building processes, setting KPIs, and delivery objectives.- Working with the marketing and sales teams in understanding customer personas and building strategies.- Checking with managers monthly, quarterly, and annually on their team performances.- Communicate effectively with internal and external senior-level management to understand business needs and maximize retention and growth.- Reporting to AVP, VP, and CEO on the overall business's health, recurring revenue, and growth.- Submitting deliverables to clients and helping them implement their marketing strategies.

  • Assistant Manager

    • Nov 2018 - Oct 2020

    - Responsible for maintaining customer relationships, being available whenever necessary, and gathering project requirements.- Compiling the requirements in an easy way for my team to understand and start the project.- Training the team on aspects that they don't understand and helping them resolve roadblocks.- Communicating with the clients (via video calls) in time about any delays, thus resolving any potential issues in the future.- Applying quality control processes on the deliverables to meet high-quality standards. (KPIs).- Taking feedback from clients and reporting it to senior management, and maintaining overall customer satisfaction.- Able to make decisions without direct supervision. Manage changes and initiatives via team meetings, huddles, workshops, tools, and behavior reporting.

• 

  Galaxy Kayaks

  • Spain

  • Virtual Assistant

    • Feb 2019 - Jun 2022
    • Spain

    - Social media content creation - Images, Videos, and Captions/Content for Facebook and Instagram.- Hands-on experience managing e-commerce website with SEO Optimization - Adding kayak products and accessories to the websites (10 multilingual websites), and creating Blog posts.- Tracking orders, finding missing products and prices, and preparing annual sales reports (analytics). - YouTube Channel Organization - Creating YouTube Playlists and categorizing the videos. - Maintaining communication with worldwide distributors regarding the stock availability.- Setting Email Campaigns using email marketing tools.

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  HSBC

  • Visakhapatnam, Andhra Pradesh, India

  • Processor Account Servicing and Management - Banking

    • Mar 2016 - Nov 2018
    • Visakhapatnam, Andhra Pradesh, India

    FATCA Process: - Responsible for validating FATCA documents for new and existing customers, gathering all necessary client data from core systems to enable decision-making, and classifying and capturing FATCA status.- Complete validation of all TAX forms (W8BEN, W8BEN-E, W9, W8 IMY, W8 ECI, and so on).- Summarize the findings in a clear and concise manner, and submit the report along with supporting documentation in accordance with established procedures and standards.- If customers fail to submit relevant and valid documents, they will be sent reject letters. - Responsible for joining the business calls with key stakeholders and providing exception reports. - Responsible for implementing a robust control framework for onboarding, due diligence, and account opening processes to be compliant with FATCA Regulations.

• 

  Live Chat Ninjas

  • India
  • Advertising Services
  • 1 - 100 Employee

  • Team Leader

    • May 2014 - Feb 2016

    Responsibilities being a Team Leader - - Responsible for onboarding the clients and creating knowledge bases.- Work with the sales and marketing team to drill new client references and develop necessary documents.- Take proactive steps to ensure that the team members function optimally and provide the best possible outcomes.- Maintain existing customer success metrics. - Monitoring QA/QC analytics of chats/emails and creating weekly/monthly statistics.- Responsible for providing feedback and sharing new updates with the team.

  • Trainer

    • Jan 2015 - May 2015

    Responsibilities being a Trainer - Customer Support.- Training the employees on how to deal with real-time customers over Live Chat and Email.- Prepare necessary documentation or visuals to demonstrate the customer relationship concepts. - Making trainees understand how to handle live chats and emails to maintain good quality, provide customer assistance, and resolve general and technical issues. - Driving the team through the new websites & concepts, making them understand how to navigate the client websites. - Making them understand how to develop a strong relationship with the customers and generate trust with open and interactive communication. - I can explain complex concepts in simple terms with live examples and ensure that training is completed on time.- Ensuring employees meet their learning objectives and have the ability to manage their time effectively.

  • Sr. Customer Support Representative

    • May 2014 - Dec 2014

    Responsibilities of Sr. Customer Support Representative - Live Chat and Email. - Responsible for handling customer queries through live chat and email. - Providing assistance to customers related to website products - presale, post-sale, general inquiries, and solving technical issues. - Highly experienced in generating leads and sales, thus maximizing business.- Proficient in English with good chat etiquette and a unique email writing style.- Able to work under pressure maintaining quick response times, delivering good quality responses, maintaining KPIs, and following SOPs. - QA/QC - Reviewing the chat transcripts and providing the score for quality assurance.