At Aegis customer support services Pvt Ltd, I provided floor support to agents on the Flipkart process and resolved issues as an SME. I investigated customer incidents and shared resolutions with agents by email.
At Cogent E-Services Ltd, I supported new agents on the Flipkart process and escalated issues to level 3. I created JIRA tickets, prepared reports on process issues, and investigated inaccuracies to help prevent confusion and errors.
At Springbord systems Pvt Ltd, I worked on an image captioning team for the Amazon process, researching information to produce accurate captions. I also reduced customer queries by 10% by identifying recurring concerns and adding them to the customer journey.
