Open to opportunities

Yash User

@yashuser18

I'm a B2B customer support professional with 3.5+ years of experience, handling escalations and then promoted to quality lead.

India

Message

What I'm looking for

I'm looking for a remote role where I can own complex B2B escalations, improve compliance-aligned support processes, use data to drive quality outcomes, and collaborate with clients and cross-functional teams.

I'm a B2B customer support professional with 3.5+ years of experience at eClerx, where I've worked across escalation support, quality auditing, and team leadership. I was rapidly promoted to Floor Support Team Lead, managing a team of 80+ agents, and I currently serve as a client-facing stakeholder representing performance in Business Reviews (QBR/MBR) for a business banking account. I'm skilled at root cause analysis, coaching, and staying calm under pressure in fast-paced, metrics-driven environments — and I'm now looking to bring that experience to a remote, USD-paying role in support, collections, or client operations.

Experience

Work history, roles, and key accomplishments

Current

Senior Analyst - Quality Auditor

Current

eClerx Services Limited

Apr 2025 - Present (1 year 4 months)

Designs and delivers training on compliance-aligned customer handling and escalation protocols. Investigates root causes of quality gaps through audits and data analysis, and represents account performance in client business reviews.

Customer Interaction Compliance Training Design Root Cause Analysis Data Analysis Client Business Reviews Stakeholder Management

Analyst - L3 Support & Floor Operations

eClerx Services Limited

Oct 2022 - Mar 2025 (2 years 5 months)

Owned L3 escalation support for a B2B business banking account, handling complex account issues via phone and email. Led a team of 80+ agents, managed scheduling and 24/7 coverage, and collaborated cross-functionally to resolve escalated cases.