Customer Support Executive | Startek International

I had the privilege of serving with Startek Ltd from June 2021 to August 2022, where I was dedicated to the Zomato account. My responsibilities encompassed maintaining an in-depth understanding of the company's updated policies, ensuring seamless customer service by extending a warm welcome to all customers and handling L2 escalations with efficiency and professionalism.

Within this role, I took charge of crucial performance metrics, including FR (First Response), IR (Issue Resolution), AHT (Average Handling Time), and RT-ULRT (Real-Time to Upper-Level Resolution Time). A key aspect of my responsibilities involved the meticulous monitoring and guidance of employees, ensuring their comprehensive training in product knowledge and equipping them to execute their assigned duties effectively.

In addition, I played a pivotal role in maintaining a high standard of team performance through rigorous monitoring, auditing, and coaching initiatives. Collaborating with the HS support team further enriched my experience, providing valuable insights and contributing to the overall success of our endeavors.

My tenure at Startek Ltd was characterized by a commitment to excellence, a proactive approach to problem resolution, and a focus on continuous improvement. I am proud to have been part of a team dedicated to delivering outstanding service to Zomato and contributing to the success of the organization.