This is a software house engaged in catering US & Canadian clients – main job description includes handling a team of 12 people consisting of coders, web developers, graphic designers, content writers & mobile app developers. Job includes handling all the work assigned by the Sales team and getting that handled & completed in the said timelines. 

As a Team Coach for Floaters at Walmart I was responsible for the product knowledge side of the campaign; my team was at the front line of the campaign guiding the agents on floor who were interacting with the customers 24/7. My responsibilities also included team across cities (KHI & LHR) and also training them over zoom so that they can learn the correct process of helping hundreds & thousands of our customers. JD further included having weekly zoom meetings with the client to enhance site wise performance and introduce new procedures & protocols. JD also included reviewing and analyzing customer feedback of my team members on a daily basis and then providing each & every one of them with constructive feedback on it.  

Providing real time assistance to chat agents on floor, handling offline and live escalations making sure that the site AHT and CSAT is at the required target with the help of floor Supervisors. 

Handling the production team in regards to deliverables sold to the customers by the Sales Team. Unfortunately the company could not sustain the pressure during COVID-19 pandemic so ot had to layoff employees.

Handling all things related to daily ops

Was responsible for handling all ads that were printed in the monthly subscription. Also handled all sort of marketing (ATL & BTL)