Help & Supportcareers@gravityer.com
Subject Matter Expert with 3+ years in Customer Support & Process Optimization
AI is analyzing your overall score…
Identifying your key strengths…
Evaluating your skill match against the job requirements…
Assessing your cultural and operational fit
Results-driven professional with experience leading customer support teams, optimizing processes, and driving KPI improvements. Proven track record in team management, training, and performance enhancement aligned with organizational goals.
Chhatrapati Shahu Ji Maharaj University
Bachelor of Arts
August 1, 2020 – June 30, 2023
Genpact
Process Developer
May 1, 2025 – Present
Lucknow, Uttar Pradesh, India
Startek
Subject Matter Expert
August 1, 2023 – May 1, 2025
Lucknow, Uttar Pradesh, India
Implementation of New SOP for Payments and Refunds
June 23, 2026 – Present
- Analyzed the new SOP, identified process-level improvement opportunities, and suggested actionable changes. - Collaborated with the team to make the workflow more efficient and user-friendly. - Reduced Average Handling Time (AHT) and helped meet Service Level Agreement (SLA) targets.
Cultural Fit Analysis
The candidate's experience across two companies (Startek and Genpact) in customer service and process development roles, with a clear progression towards leadership and subject matter expertise, suggests adaptability and a growth mindset. Their involvement in large-scale events like the 'Big Billion Days sale' and achievements in competitive environments indicate a results-oriented and resilient individual. The focus on team support, knowledge sharing, and positive work environment aligns with collaborative team cultures.
Soft Skills & Operational Fit
The candidate exhibits strong soft skills in team leadership, coaching, and stakeholder management. Their experience in real-time chat support, performance monitoring, and reporting indicates a solid operational fit for roles requiring direct team oversight and process optimization. The ability to handle escalations and collaborate cross-functionally further strengthens their operational readiness.