At Codeyoung, I lead Customer Experience and Operations, managing a team of 20 professionals handling more than 15,000 monthly chats. I redesigned department-wide chat audit criteria and feedback loops to strengthen query resolution and first-contact resolution.
I conduct 100–120 weekly chat and call audits using Salesforce and Freshchat, then use Excel trend maps to identify customer detractors and inform process fixes. I also oversee workflows across Freshchat, LeadSquared (Marvin), and Salesforce.
I direct AI calling campaigns, preparing datasets with Claude AI, configuring CSV files, and launching campaigns on Aavataar. A process shift from class cancellations to interactive reschedules raised class compensation from 60% to 80%.
Earlier, as a Customer Support Associate / High-Priority Specialist at Codeyoung, I handled refund, retention, and account-defaulter workflows, including CEO-level escalations. I also built a Google Review collection framework that secured 30+ organic positive reviews in one month.
