Started the journey with snapdeal in dec, 2014. As a Team Leader in customer experience segment was challenging and enjoyable. I am handling a team of 25-30 agents and to make sure that they deliver a wow experience to every caller is the major KPI.
- Handled the program to increase the CSAT of the process. ( Duration - 3 Months )
- Created systematic seating plan blueprint to track the agent's seat.