My core strengths lie in conflict resolution, CRM systems, team mentoring, and process improvement. I have consistently exceeded KPIs and received recognition for zero escalations over extended periods, reflecting my focus on service quality and reliability. Additionally, my experience with tools like JIRA, Confluence, SQL, Excel, and Power BI enables me to translate data into actionable business insights.
Experience
Examroom.ai
Jun 2022 – Mar 2025
Bengaluru, Karnataka, India
Omini Channel Support
Delivered end-to-end candidate onboarding, live exam proctoring, and technical support to a global user base via Omnichannel platforms (chat, email, phone), ensuring 100% compliance with exam integrity protocols and data security standards.
Consistently ranked in the top 5% of agents by exceeding KPIs and KRIs, maintaining zero escalations for over three consecutive years.
Acted as floor lead in the absence of senior staff, managing daily operations, mentoring team members, and overseeing issue resolution to ensure smooth and uninterrupted service delivery.
Resolved real-time connectivity, authentication, and platform issues, improving candidate satisfaction and reducing downtime through swift and accurate troubleshooting.
Partnered with Quality Assurance (QA) and Operations teams to optimize onboarding workflows and enhance support processes, resulting in a measurable increase in service efficiency and user satisfaction.
Successfully adapted to evolving technology and support models, including the company's transition to Omnichannel Support in 2023.
Maintained accurate documentation and compliance logs, supporting audit-readiness and contributing to continuous process improvement initiatives.
