Vivekananda A S
@vivekanandaas
I’m a senior chat & email support specialist specializing in de-escalation, FCR, SLA, and QA coaching.
IndiaWhat I'm looking for
I’ve spent 10+ years delivering customer service and non-voice support through written chat and email for U.S., Canadian, and Australian programs across SaaS, telecom, and retail. I consistently drive FCR, SLA compliance, CSAT delivery, and de-escalation in high-volume, multi-timezone queues—built on calm, accurate communication and strong ownership.
I stepped into QA responsibilities for 2+ years, running quality monitoring, scorecard auditing, and agent coaching alongside the permanent QA team, while also serving as an SME for complex escalations and new hire onboarding. I audit 20+ interactions weekly, support calibration and inter-rater reliability, and help close gaps through coaching, updated SOPs, and refreshed training content.
Experience
Work history, roles, and key accomplishments
QA Analyst (Interim)
247.ai
Apr 2023 - Jul 2025 (2 years 3 months)
Provided interim QA alongside frontline support, auditing 20+ chat/email interactions weekly (2,000+ total) and flagging deviations impacting CSAT and SLA compliance. Delivered targeted coaching after each audit cycle and participated in calibrations to improve scoring consistency and close inter-rater reliability gaps.
Senior Chat & Email Support
247.ai
Aug 2014 - Apr 2023 (8 years 8 months)
Handled multi-timezone live chat and email support for U.S., Canada, and Australia across SaaS, telecom, and retail, resolving billing and technical issues while meeting FCR, CSAT, and SLA targets. Served as an SME (2019–2022), managing complex escalations and onboarding 5+ new hire batches while guiding 30+ peers through de-escalation scenarios.
Education
Degrees, certifications, and relevant coursework
Krupanidhi PU College
Pre-University Certificate (P.U.C.), Pre-University
Completed a Pre-University Certificate (P.U.C.) at Krupanidhi PU College.
Seema English High School
S.S.L.C., Secondary Education
Completed S.S.L.C. at Seema English High School.
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
Skills
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