JAI SHREE JAI SHREE

- Led a frontline team of 22–25 employees with full people-management responsibility, overseeing shift planning, workload allocation, and performance delivery. - Monitored operational performance against strict SLA, AHT, and Quality Score metrics, creating regular compliance reports for management review. - Served as the primary Tier-2 escalation lead for complex operational and process issues, coordinating cross-functionally to drive fast resolution. - Identified recurring operational bottlenecks and

- Delivered technical and operational support for enterprise software solutions across Australia and New Zealand (ANZ) while maintaining strict SLA, FCR, AHT, and CSAT targets. - Performed structured troubleshooting and systematic problem-solving to diagnose and resolve complex technical issues and software configuration requests. - Guided enterprise clients through software setup, installation, and system configuration via multi-channel communications. - Maintained accurate case documentation, SOP co

- Guided clients through policy application, verification, and onboarding workflows while meeting quality and compliance targets. - Acted as a functional liaison between end-users and external insurance providers to ensure seamless process execution and timely policy issuance. - Managed confidential customer documentation and record verification in accordance with strict operational standards

- Managed multi-channel request queues (Chat, Email, Voice) for international client accounts, working toward CSAT, AHT, and Quality Score targets. - Handled end-to-end service requests including bookings, cancellations, amendments, and refund workflows with high data accuracy. - Investigated complex user issues and systematically escalated unresolved cases to specialized backend departments.