B SAKTHI

Moderate user reviews on Corporate Companies: Review and evaluate customer feedback about corporate companies to ensure adherence to platform guidelines, removing or editing reviews that violated standards such as false information, offensive language, or promotional content. Ensure Review Authenticity: Monitor reviews for authenticity, identifying and addressing fake, biased, or manipulated content to protect the credibility and trust of the platform. Enforce Platform Policies: Implement the company’s policies on review moderation by removing inappropriate, defamatory, or misleading reviews and issuing warnings or suspensions when necessary. Dispute Resolution: Manage user disputes regarding review content, responding to concerns and clarifying moderation decisions to maintain user trust and ensure fairness. Reporting and Analytics: Providing regular reports on review trends, identifying potential areas for improvement in moderation processes.

Driven KPI performance focusing on Customer Satisfaction, On-Call Resolution and Repeat Reduction. Managed two different teams with high-performance of 18 front-line associates, consistently exceeding site targets on FCR Resolution, AHT and Productivity. Developed and implemented training and recognition programs that resulted in a 100% increase in key performance metrics, motivated teams to achieve and exceed goals through clear performance communication. Established a culture of continuous improvement by conducting daily pre-shift huddles and post-shift team meetings, analysing performance data, and publishing daily, weekly, and monthly progress reports. Employee Development and Support Empowered front-line associates by providing ongoing training and personalised feedback, enabling them to overcome obstacles and consistently meet individual goals. Developed and Implemented performance improvement plans for under-performing team members, focusing on skill development and goal-setting to drive individual and team success. Created a positive and supportive work environment, minimising shrinkage and attrition through effective communication and team building initiatives. Implemented quality monitoring processes to ensure clear communication, technical skills and strong customer service delivery across the team. Operational Excellence Streamlined schedule adherence and break management, fostering a culture of ownership and compliance Maintained high compliance standards through regular assessments and floor updates. Effectively managed incentive programs to drive peak performance and enhance associate earning potential while aligning with company goals and budget considerations.