At JubileeTV, I managed customer support and helped select a long-term BPO partner by comparing performance, cost, and goals. I also developed an escalation process for out-of-policy returns and refunds that reduced escalations by 19.4%.
I improved productivity, technical resolution rates, and product knowledge by 24.2% through hands-on support, coaching, and internal documentation. By creating accurate knowledge base content and improving self-service resources, I helped reduce monthly support volume by 23.1%.
At Virtuix, I built and scaled a customer support team and its Zendesk reporting and QA processes. Earlier at Everise, I progressed from Tier 1 phone agent to Subject Matter Expert, supporting IoT products and helping increase team productivity and QA scores by 22%.
