JAI SHREE JAI SHREE

Led a 22–25-person team managing driver onboarding and document verification for a major rideshare platform, ensuring compliance. Served as primary escalation point for technical and compliance issues beyond agent scope. Tracked team performance against SLA, AHT, FCR, CSAT, reporting weekly to leadership. Coached agents on troubleshooting, improving first-contact resolution and cutting repeat escalations. Led process improvements that reduced ticket volume and turnaround time.

Started in technical support for an enterprise accounting software client, handling 30-50 calls/day on installation and configuration; used root-cause analysis and remote diagnostics to resolve issues. Promoted into renewals and upselling, then core sales — advising customers on suitable software and processing secure payments. Ranked #1 for first-call resolution and CSAT before moving to sales. Maintained SOP-compliant documentation and cross-functional coordination to close cases on deadline.

Guided customers through life insurance policy application, verification, and onboarding, achieving a 95% issuance rate in 2 of 4 months and remaining above 90% throughout, with full documentation and medical-checkup compliance. Liaised between customers and insurance providers to unblock policy-issuance delays and keep applications moving on schedule. Handled confidential customer records in strict accordance with data-privacy and documentation standards.

Managed multichannel request queues (chat, email, voice), handling 75-100 requests per day for international clients, consistently hitting satisfaction and turnaround-time targets. Handled end-to-end bookings, cancellations, amendments, and refunds with a strong track record for processing accuracy. Flagged complex cases to specialized backend teams and followed them through to resolution, maintaining full case ownership.