Asha Mehta
Tier-1 Support Adviser · Operations · Customer Operations
Who they are
Asha handles product complaints and D2C order problems. She is good at the hard calls — the upset customer, the genuine fault — and quietly proud of it.
What they do
- Employee + AITake inbound calls and messages about faulty products and orders.
- AI OnlyLook up order and account details across systems.
- Employee OnlyResolve complaints within policy; decide goodwill gestures.
- Employee + AIDraft written replies to complaints.
- AI OnlyLog call outcomes and reasons.
- Employee OnlyDe-escalate angry or distressed callers.
- Employee + AIRoute complex cases to specialists.
Skills that matter
- Active Listening The part of the job she rates as the actual job.
- Social Perceptiveness Reading whether a caller is angry or frightened.
- Service Orientation Knowing when policy isn't the answer.
- Reading Comprehension Parsing messy customer messages.
Relationship with AI
A new tool suggests draft replies and "next best actions". Asha doesn't trust it. Twice it suggested a chirpy reply to someone clearly distressed. She uses it for routine order queries and ignores it on anything emotional — and resents being measured on whether she "adopts" it.
The friction point
Tom Reilly
Logistics Planning Analyst · Operations · Supply Chain & Logistics
Who they are
Tom knows the network better than the planning system does. Impatient with meetings, happiest when something he built saves an afternoon.
What they do
- Employee + AIPlan inbound/outbound flows across sites.
- AI OnlyPull and reconcile data from the planning and ERP systems.
- Employee + AIBuild forecasts and reorder schedules.
- Employee + AIInvestigate why a route or stock level went wrong.
- Employee OnlyBrief the transport teams.
- AI OnlyProduce the weekly planning report.
Skills that matter
- Systems Analysis Sees the network as a whole.
- Complex Problem Solving The "why did this break" work.
- Critical Thinking Knowing when the model is wrong.
- Active Learning Teaches himself the tools nobody bought him.
Relationship with AI
Tom already automated half his own job. He wrote scripts and a spreadsheet model that does the weekly report in minutes, plus an LLM prompt chain that drafts the route exceptions. IT doesn't know. It works, until the day it doesn't and only Tom can fix it. He's ahead of the official programme and slightly off the books.