Wilson User
@wilsonuser4
I improve customer service quality through call audits, CRM operations, and performance reporting.
IndiaWhat I'm looking for
At Cultsport, I ran end-to-end QA operations for customer service, auditing 60–70 calls daily and reviewing high-volume email escalations through Ozonetel, Acefone, Zoho CRM, and Zoho Desk. I reported CSAT, DSAT, and FCR trends weekly to senior management and maintained SLA compliance, audit coverage, backlog clearance, and feedback turnaround.
I’ve also handled 100+ live inbound calls involving sensitive and high-pressure customer situations, resolving complaints through empathy-led communication. I train agents on call etiquette, escalation handling, audit frameworks, and documentation standards, while coordinating fulfilment and logistics checks across Clickpost, Uniware, ODIN, Wooster, and Kalyera.
Experience
Work history, roles, and key accomplishments
Associate, Central Audit
Cult Gear Pvt. Ltd. (Cultsport)
Sep 2022 - Jul 2025 (2 years 10 months)
Audited 60-70 customer service calls daily and reviewed high-volume email escalations, issuing feedback and maintaining SLA compliance. Handled 100+ live inbound calls, reported CX metrics weekly, and led onboarding and upskilling sessions.
Education
Degrees, certifications, and relevant coursework
Durga College
Bachelor of Commerce, Commerce
Bachelor of Commerce degree from Durga College, Raipur, completed in 2020.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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