At Reliance JioFiber, I manage technical ticket lifecycles and support agents with complex network troubleshooting and customer escalations. I coordinate with network engineering teams and field technicians to track outage incidents and support their resolution.
I handle chat and email operations, check case quality, and assist with monitoring FCR, AHT, and customer satisfaction. I also provide feedback to help improve resolution efficiency and SLA adherence.
At Tech Mahindra, I handled customer queries through voice and chat while following quality benchmarks and operational response metrics. My experience spans customer operations, incident analysis, and networking support.
