Keertana Khanna

I've supported global customers across telecom, travel, real estate, digital marketing, and eCommerce, combining live chat, technical troubleshooting, customer retention, and quality assurance.

At CommVersion Solutions, I led quality initiatives that increased conversion from 32.2% to 39.5%, reduced critical errors by 80%, and reduced quality errors by 62% within three weeks. I also helped Global1 exceed its July conversion target, reaching 29% against a 28.5% target.

As a Senior Conversations Specialist, I handled 100–150 live chats daily, managed £25K–£40K in monthly customer accounts, and maintained 37%+ daily conversion rates. I trained 20+ new hires, with more than half promoted within 10–15 months, while performance analysis contributed to 150%+ monthly revenue overachievement.

Alongside customer operations, I've built WordPress, Wix, Shopify, and ClickFunnels projects, managed domains and hosting, configured business email, and connected Mailchimp and third-party tools. I enjoy learning new technologies, improving processes through data, and delivering customer experiences that resolve issues clearly and efficiently.