Online Video Sharing Platform

Deployed train-the-trainer model to jumpstart the scaling process. Mapped out key workflow processes and drafted incident response protocols. Collaborated with engineering, product, and program management functions to identify main user pain points and drafted canned responses to address common cases. Supplemented newly hired agents with a cohort of experienced teammates to intensify their training process. Once partner support operations were up and running, kicked off daily quality assurance for immediate feedback until operations reached project SLAs set by the client. Helped client improve user experience by educating partners at scale on the product policies and monetization guidelines, decreased average handling time by 30%. Helped the client save ~10% in costs as compared to traditional BPO destinations.