I am a versatile operations and client success professional with over 6 years of experience driving excellence in customer support, workforce management, quality assurance, and process optimization. Throughout my career, I have successfully managed client onboarding, resolved escalations, optimized workflows, and led training initiatives in both startup and corporate environments. Skilled in CRM systems, data reporting, and cross-functional collaboration, I am dedicated to enhancing team efficiency while maintaining high standards of service and customer satisfaction. My ability to design and implement SOPs and conduct root cause analysis has consistently improved operational performance and customer retention. Fluent in Hindi and English, I bring strong communication skills and a solutions-oriented mindset to every challenge.
Work history
Senior Operations Associate
Handled client onboarding calls, workforce hiring, and payout queries
Managed product sales, one-on-one client support, escalations, root cause analysis (RCA), and training
Built and maintained dashboards in Google Sheets for tracking and reporting
Designed and updated SOPs, introduced new processes, and led team issue resolution
Served as process setter and quality analyst for multiple projects
Quality Analyst
Worked on CRM data filtration and validation for high-accuracy project deliverables
Selected and validated project-specific data to ensure quality and compliance
Business Analyst
Executed sales calls, follow-ups, and supported client reporting
Handled customer queries and service issue resolutions in a timely manner
Loss Prevention Associate
Conducted inventory audits and implemented loss reduction strategies
Ensured operational compliance and resolved stock discrepancies
BPO Executive (Freelance / Contract)
Provided customer service via chat and phone support
Managed multiple inboxes and escalations while maintaining high customer satisfaction scores