Ayub Ali
Senior Process Associate at Genpact | Former Senior E- Support Officer at Intouch CX | Former Process Associate at Wipro | Osmania University Graduate.
- Role
- Process Associate at Genpact
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Ayub Ali
Experienced professional with a solid foundation in backend development and customer…
Experience
Process Associate
Oct 2024 — Present · Hyderabad, IN
Delivered exceptional customer service in a voice-based process, handling merchant queries and resolving issues efficiently.Assisted business merchants in onboarding and using company-provided payment devices, ensuring smooth installation and operation.Provided clear guidance on device features, troubleshooting steps, and usage best practices to improve merchant satisfaction.Handled 60–80 inbound and outbound calls daily with a focus on professionalism, accuracy, and timely resolutions.Achieved a 95% First Call Resolution (FCR) rate, maintaining CSAT scores above 90%.Consistently met AHT and ASA targets, optimizing call handling without compromising quality.Maintained comprehensive case notes and records in CRM tools for accurate tracking and reporting.Collaborated with cross-functional teams to resolve escalations within SLA timelines.Recognized for exceeding monthly KPIs, including quality audits, resolution rates, and customer satisfaction benchmarks.
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