Senior CX Specialist

Monitored customer interactions for quality and compliance. Conducted audits using QA scorecards. Coached agents to improve performance. Identified trends and process gaps. Supported training and knowledge base updates. Tracked CSAT, DSAT, and resolution metrics. Improved customer satisfaction and operations. Trained and fine-tuned chatbots to improve accuracy, intent recognition, and response quality. Created and updated conversational flows, intents, and training datasets for the chatbot. Reviewed chatbot interactions to identify gaps and improve performance.

Managed and engaged B2C communities across social and in-app channels. Responded to user queries, feedback, and escalations. Created and shared community updates and content. Monitored sentiment, trends, and community health. Collected and shared user feedback with internal teams. Supported campaigns, events, and product launches.

Managed daily support operations to ensure service quality and timely resolutions. Managed escalations and complex customer issues. Coached agents to improve performance and productivity. Monitored queues, workloads, and SLA adherence. Conducted quality checks and shared feedback. Supported onboarding and training of new hires. Reported trends and recommended process improvements. Tracked key metrics and performed CSAT, DSAT, and resolution efficiency reviews.

Provided player support for gameplay, account, and technical issues. Resolved queries related to purchases, progress, login, rewards, and bugs. Investigated issues and ensured timely, accurate resolutions. Escalated complex cases to relevant teams when needed. Maintained CSAT and met SLA/productivity targets. Logged and updated tickets with accurate documentation. Reported recurring issues and player feedback. Followed support policies and security guidelines.

Managed 125 strategic accounts across commerce, financial, media, gaming, and healthcare sectors. Partnered with account teams to drive upsell opportunities and case development. Led customer onboarding and provided tailored use-case guidance. Acted as liaison between customers, partners, and internal teams and monitored account health and proactively managed at-risk accounts. Supported post-onboarding success through technical and consultative guidance. Shared voice-of-customer insights with product teams. Served as SME for training and mentoring internal teams.

Managed 100+ indirect and partner accounts worth $15M+ in post-sales engagement and satisfaction. Supported account integration and program management across all clients. Conducted periodic health checks to ensure optimal platform usage. Coordinated with internal teams to resolve and escalate business and technical issues. Drove overall customer experience and satisfaction improvements. Managed daily client relationships and ensured timely routing of requests to the correct teams. Supported and contributed to internal and global customer projects. Collaborated with internal stakeholders to strengthen relationships and drive customer satisfaction and business goals. Provided post-sales support including data management, contract queries, and field service coordination. Met KPIs related to responsiveness, quality, proactivity, and compliance.