Mumbai, Maharashtra, India
As a skilled Live Data Production Editor in sports operations, I have developed a deep understanding of the fast-paced, data-driven nature of the sports industry. With a strong background in managing real-time data feeds, ensuring accuracy, and optimizing workflows, I’ve contributed to delivering high-quality coverage for sports fans worldwide. Currently, I bring my expertise to a new role as a Customer Support Specialist in sports, where I leverage my in-depth industry knowledge to enhance the customer experience. I am passionate about connecting with sports enthusiasts, providing timely and effective solutions, and continuously improving service delivery. Throughout my career, I’ve honed skills in data analysis, problem-solving, and communication, always striving to bridge the gap between technical excellence and customer satisfaction. I thrive in dynamic, high-pressure environments and am dedicated to helping teams deliver exceptional results. Whether in the world of live sports data or customer service, my goal is always the same: to provide seamless, top-tier experiences for fans and clients alike.
• Acknowledging the customer reporting the issue within SLA timeframes and keeping them informed throughout the incident • Conduct basic troubleshooting in some instances to validate the reported issue • Gathering essential details from the customer so that internal teams have the information they need to quickly resolve the problem. • Providing responses to customers within SLA guidelines, detailing corrections made, the cause of the issue, and when appropriate preventative measures being taken at Gracenote, once the issues have been resolved • Utilizing internal reporting systems & tools to log customer reported issues, resolution times, and corrective actions taken • Generating a daily issue/case reports with the status update and sharing it with the client. • Ability to coordinate with multiple internal teams to resolve customer related issues or requests. • Understanding of the issue & its business impact and escalating to the right POCs. • Provide on call support if required (shift rotation required to support 24x7)
• Member of a dynamic and fast-paced team, where an accurate collection of (live) sports data is involved. • Live Score Sports like Football, Tennis, Golf, Cricket, and many more, for various clients across the globe. • Update fixtures, team standings, player and schedule information for the upcoming season, competitions, and matches. • Process current/historic results for over 250 sports covered by Gracenote. Achievements Shift Leader - Manage 10-12 employees during a shift to ensure accurate data is provided to the clients. Specialist - Assign tasks to employees and monitor their completion in a timely manner. - Answer questions and resolve unforeseeable issues that come up. - Provide training to new employees when required. Sports Specialist - Conduct refresher and training sessions for sports like Football, Golf, and Ice Hockey. Selected to be in the Top 3 - Brainstorm and problem solve any team and client concerns. - Improve overall work processes to increase efficiency. - Analyse performance data to assess Top 3 performers of the month.