linish balakrishnan

Client Service Representative

• Job Details:Improved ticket resolution time by 20% post-Verint support certification. Provided technical assistance and WFM support using Verint and UKG tools. Acted as SPOC for real-time monitoring and workforce schedule planning. Handled live chats and calls for customers across India and Singapore.

Officer

• Job Details:Managed real-time CRM support and ID management for customer support teams. Ensured SLA targets were consistently met for calls and chats. Published periodic performance and productivity reports for leadership. Conducted access provisioning and support for internal tools.

Team Lead

• Job Details:Led a 10-member team for US and Canadian client support. Conducted weekly reporting, team calibrations, and client analysis presentations. Trained new hires on tools, processes, and customer service best practices. Enhanced team productivity and customer satisfaction metrics.