At Elife Transfer, I coordinate with international suppliers and customers to keep ride operations running smoothly. I follow SLA guidelines, handle supplier communication, and resolve operational issues.
At Concentrix India, I was a Team Leader for technical support agents. I monitored KPIs including AHT and CSAT, handled escalations, and coached team members.
At Accenture India, I provided advanced technical support and served as an escalation point for agents. I also maintained knowledge base materials and supported training and onboarding.
On the AHT Reduction Project at Concentrix, I reviewed chat transcripts and created quick-reply templates for FAQs; the work reduced handling time by 100–120 seconds. On the Transport Cost Saving Project at Accenture, I worked with HR and operations on transport planning, contributing to a reduction in no-shows from 13% to 4.3% and savings of approximately INR 5.7 lakhs over three months.
