Rajan

Elife Transfer

Coordinated with international suppliers and customers for smooth ride operations. Ensured service quality and followed SLA guidelines. Handled supplier communication and resolved operational issues. Worked with different teams to improve service and customer experience. Identified problems and suggested process improvements. Supported team members with guidance and best practices.

Concentrix India

Led a team of technical support agents to meet SLA and performance targets. Monitored daily KPIs such as AHT, CSAT, and ticket resolution. Handled customer and technical escalations. Coached team members to improve performance and quality. Ensured adherence to processes and quality standards. Prepared basic performance reports for management.

Accenture India

Provide advanced technical support and resolve complex issues. Act as escalation point for agents and support teams. Ensure SLA adherence and quality resolution. Guide and support agents with real-time assistance. Identify recurring issues and share solutions with the team. Maintain and update knowledge base and SOPs. Support training and onboarding of new agents. Work with TLs and managers to improve process and quality.

Concentrix India

Handle customer queries related to payments, wallets, cards, and transactions. Resolve complex and escalated cases with accuracy and ownership. Deliver excellent service to maintain high CSAT. Investigate failed/duplicate/refund transactions. Guide junior advisors with real-time support. Maintain accurate case documentation and system updates. Coordinate with risk, operations, and technical teams for resolution and Identify and report fraud or suspicious activities.

SBI Cards (3rd Party Payroll)

Make outbound calls to customers for verification, updates, or issue resolution. Process and close backend tickets/cases within SLA. Perform data verification and account updates accurately. Explain processes, status, or next steps clearly to customers. Ensure compliance with quality, security, and regulatory guidelines. Maintain accurate documentation of calls and case actions. Meet productivity and quality targets consistently.

Dr. A.P.J. Abdul Kalam University

UP Board, Allahabad