At Emotix (MIKO), I lead end-to-end operations for a team of 25 serving clients including Amazon, Walmart, Costco, and Hamleys. I improved CSAT by 10–15% through issue-resolution frameworks and root-cause analysis, and cut high-priority escalation resolution time by 20–30% by improving coordination between Customer Support and Logistics.
I also designed and delivered onboarding and training programs for 30+ team members. Quality audits across support operations lifted service accuracy by 15–20% and reduced repeat escalations by 15–25%; I tracked CSAT, TAT, resolution rate, and delivery accuracy in MS Excel dashboards.
At Accenture Solutions Pvt. Ltd., I audited YouTube Trust & Safety content-review decisions for Google, sustaining 95%+ quality accuracy against YouTube policy guidelines. I coached and trained analysts, reviewed content for policy compliance, and maintained SLA and KPI adherence. Earlier, at Tech Mahindra, I resolved telecom and network support tickets for Verizon Business Services customers, achieving an 80–90% first-call resolution rate.
