Arjun Unadkat

• Implemented training programs to enhance team knowledge and performance, resulting in higher customer satisfaction rates.
• Streamlined support processes for improved efficiency and reduced response times.
• Mentored new hires for seamless integration into the customer support team.
• Analyzed performance metrics to identify areas for improvement and develop action plans accordingly.
• Responds to and resolves escalated issues and/or unique
  or complex requests from clients
• Identifies system and workflow improvements to enhance
  the team's efficiency
• Assist manager or supervisor with scheduling
• Authorized to approve special adjustments or exceptions
  for a customer
• Suggests improvements to process, is a knowledge
  resource for other team member
• Manages a team of Supervisors and ensure top
  performance from them
• Assists in maintaining the KPIs of the company

• Manage a team of assigned customer service

representatives of 80+ agents and ensure they comply

with company guidelines

• Monitor and review chats between agents and customers

Ensure that agents are informed about changes to

company products and services

• Prepare weekly reports summarizing the assigned customer service team's performance
• Monitored employees' productivity, accuracy and adherence to defined processes by using dashboards and other reporting tools to enable proactive action on delays compromising customer care.
• Evaluated agent performance through quality assurance monitoring, identifying areas for improvement and providing targeted coaching as needed.

• Conducted thorough investigations into customer issues, providing detailed resolutions tailored to each unique situation
• Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
• Resolving customer complaints, managing database records, drafting status reports on customer service issues
• Data entry and research as required to troubleshoot customer problems
• Inform customers about new features and functionalities
• Assist in training junior Customer Support Representatives
• Analyzing and reporting product malfunctions
• Assisted customers through multiple channels including Messengers, email, and live chat platforms for increased accessibility and convenience.

• Researching, designing, implementing, and managing software programs
• Testing and evaluating new programs by writing and implementing efficient code
• Recommend and execute improvements
• Work with developers to design algorithms and flowcharts
• Maintaining and upgrading existing systems
• Develop small scale projects such as supermarket Loyalty Program
• Integrated third-party APIs to expand application capabilities and improve overall performance.
• Develop and designed a website application for marketing purposes
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