At Caavo Labs (JubileeTV), I manage US voice and email support across hardware fulfillment, subscription lifecycles, and CRM administration. I used SQL queries to analyze user drop-offs and support retention campaigns that cut 30-day user churn by 22%.
I configured Jira Service Management workflows and escalation queues, and used Slack and API response tracking to bridge frontline agents and engineering. I also authored training modules and onboarded L1 hires, accelerating time-to-productivity by 35%.
At Amazon, I supervised remote US retail support operations and maintained 94%+ FCR and 95%+ CSAT. I facilitated queue audits and call evaluations, and managed identity verification, account recovery, and PII privacy protocols.
At Flipkart, I handled customer support across voice, email, and live chat, focusing on logistics and payment resolution. I achieved 92%+ FCR and maintained 90%+ CSAT.
