Ganga Neisseril Gopi
@ganganeisserilgopi
I resolve complex customer escalations and improve contact-centre processes through data, coaching, and AI tools.
CanadaWhat I'm looking for
At Concentrix, I lead end-to-end resolution for Tier 2 and Tier 3 escalations in a high-volume contact-centre environment. I use CRM, ticketing, AI-enabled tools, and knowledge management systems to maintain SLA performance, quality, and audit-ready case documentation.
I identify root causes, service gaps, and recurring failure points through operational reporting, then feed those findings into process improvement initiatives that reduce repeat escalations. I also coach frontline agents on complex customer and policy-related cases.
Previously at The Home Depot Canada, I resolved customer inquiries and complaints in a high-traffic retail setting, contributing to a 15% increase in customer satisfaction ratings. I coordinated floor communication and cross-department collaboration to improve team performance and project delivery by 20%.
My HR internship at Beclawat Manufacturing strengthened my experience in recruitment, onboarding, employee records, engagement programs, and Canadian employment standards. I redesigned candidate screening to reduce time-to-hire by 20%, and I bring postgraduate training in Human Resources Management and Project Management.
Experience
Work history, roles, and key accomplishments
Subject Matter Expert (SME) | Tier 3 & Tier 2 Case Manager
Sep 2024 - Present (2 years 1 month)
Operating as a Tier 3 SME in a high-volume BPO contact centre environment, handling the most complex escalations and serving as the policy and process authority for frontline teams.
• Manage end-to-end case resolution across Tier 2 and Tier 3 queues using CRM and ticketing platforms, maintaining SLA performance and quality standards on all interactions.
• Review escalated cases for urgency, polic
Resolved customer inquiries and complaints in a high-traffic retail environment, achieving a 15% increase in customer satisfaction ratings.
• Coordinated team communication and facilitated cross-departmental collaboration, improving team performance and project delivery by 20%.
• Demonstrated leadership in coordinating floor operations and driving customer-focused outcomes.
Completed a hands-on HR internship in a manufacturing environment, gaining direct exposure to the full HR generalist function under Canadian employment law.
• Redesigned the candidate screening process, reducing time-to-hire by 20% and improving recruitment pipeline efficiency.
• Researched HR best practices and supported the adoption of updated policies aligned with Canadian labour law and compa
Education
Degrees, certifications, and relevant coursework
Loyalist College
Postgraduate Diploma, Human Resources Management
2024 - 2024
Rajiv Gandhi Institute of Technology, Kottayam
Bachelor of Technology - BTech, Electronics and Communications Engineering
2015 - 2019
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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