Prodigal | May 2022 – Present
Improved NPS from −17 to +51 through structured CX and support improvements
Reduced first response time from 3 hours to 2 minutes by implementing ticketing workflows
Reduced resolution time from 3–20 days to 9 hours through process optimization
Built dashboards to track support performance, customer sentiment, and churn risk
Led customer support operations, escalations, and performance improvement initiatives
Designed QA scorecards and coaching frameworks to improve agent quality
Partnered with product and operations teams to improve end-to-end customer journeys
First Credit Services | Oct 2018 – Nov 2019
Monitored calls in compliance with FDCPA (US federal law) and internal quality standards
Provided structured, actionable feedback to improve agent performance
Conducted side-by-side coaching (SBS) and refresher training sessions
Led call calibrations to ensure scoring consistency and compliance accuracy
Audited Super Checks and Back-to-Basics (B2B) programs
Achievement:
🏆 Awarded Certificate of Dedication for performance in Q4 2018 and Q1 2019
Firstsource Limited | Oct 2016 – Oct 2018
(Progressed from Sr. Customer Service Associate → Associate → Executive)
Audited chat and customer interactions based on S4 and S4X quality frameworks
Managed client escalations and ensured service recovery
Conducted agent feedback sessions, SBS coaching, and refresher trainings
Led internal and external calibration sessions to maintain scoring alignment
Supported Team Leads with OJT (on-job training) and quality coaching
Published quality and performance reports for leadership review
Datamatics HR and Consultancy Pvt Ltd | Apr 2016 – Oct 2016
Managed outbound tele-collection for CRISIL Ratings clients
Conducted data research and verified customer information
Generated leads and supported corporate client data collection
Identified client needs and improved engagement outcomes
Achievement:
🏆 Recognized for Outstanding Performance & Dedication (Quarter + Monthly awards)
Serco | Jun 2015 – Mar 2016
Handled outbound tele-collection for corporate clients
Built strong client communication and data verification processes
Supported lead generation and customer information management
Achievement:
🏆 Top Performer – December 2015