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About

Customer-focused operations leader with strong experience in customer support, process optimization, dispatch coordination, and cross-functional team leadership. Proven ability to improve service delivery, manage escalations, support field operations, and maintain high SLA and quality standards across global processes.

Experience5

  1. Specialist SME

    Dec 2024 — Mar 2026

    HCL Technologies (Just Energy Process)

    Supported Just Energy / HomeWater process post business transition, handling end-to-end support including escalations, billing, collections, and service issue resolution. Coordinated field technician scheduling and optimization to improve service turnaround and ensure on-time delivery. Collaborated with cross-functional teams and utilized Salesforce FSL for service zones, workflow coordination, and performance tracking.

  2. Chat, Email & Voice Support SME / Process Associate

    Nov 2024

    Just Energy India

    Handled end-to-end support for HomeWater process including escalations, billing, and collections. Led scheduling and optimization of field technicians, improving route planning and service efficiency. Worked with North American field teams to develop SOPs and training materials and improved coordination across support, sales, and BA teams for stronger process flows.

  3. Subject Matter Expert

    Alorica (DoorDash Process)

    Provided escalated support for Dasher issues internationally, managing logistics and app-related concerns. Led a team of 12, ensured SLA adherence and quality compliance, and trained new hires while collaborating closely with QA for audits and performance improvement.

  4. Customer Support Executive / Cross-Sales Representative

    HealthifyMe

    Delivered app support for subscriptions and customer goals, coordinated with trainers/dietitians, and led a cross-sales team of 6 to convert service queries into package upgrades. Helped personalize health plans, improving customer retention and success.

  5. Customer Service Representative

    Aegis (Expedia Process)

    Assisted customers with itinerary modifications, refunds, and rebookings for flights, hotels, and rentals. Utilized Amadeus and Sabre systems for international ticketing and travel changes. Resolved complex travel issues via coordination with airline partners.