Team Lead

• Apr 2023 - Present

Assistant Manager

• Jan 2020 - Apr 2023

Handled a number of teams (average size: 15), which included agents with different backgrounds and abilities. Aligning them with corporate objectives by setting daily and monthly goals and implementing a successful strategy while taking into account each person's data history.Analyze the root cause of all escalated tech issues and accordingly provide feedback and info to the product team for implementation and rectification of the issueMember of D4 Learn station Launch [Inhouse Production], Reported directly to the Dev/Prod team and discussed the errors and issues related to various software and hardware aspects. Show less

Product Expert - Key Accounts

• Aug 2019 - Dec 2019

Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolutionHandle sales time escalation and provide feedback to the team to improve efficiency and relationshipsManaged a given set of leads and guided them through there educational journey on the BYJUS app and online portals ; discussed the do's and dont's with the students [k12]. Show less

Technical Support Specialist

• Apr 2018 - Aug 2019

POC for the BTLA(app) users for all the technical aspects and user interface and backend process.Ensured that timely resolution was provided to the customer within a given TAT.POC for all technical errors within the app and online portal [for online classes]POC for all technical escalations[social media].Provide customer with top notch service by maintaining 95% turnaround time in the process