Headline

Customer Support Specialist | International Processes | SLA & CSAT Driven | Escalation Handling | Process Improvement

About

Customer Support Specialist with 4+ years of experience handling high-volume international customer interactions across voice, chat, and email channels. Proven ability to maintain 90%+ CSAT, meet SLA targets, and resolve complex escalations in fast-paced environments. Experienced in working with global customers (Amazon NA & DE), with a strong focus on process compliance, service quality, and operational efficiency. Skilled in identifying recurring issues, improving workflows, and enhancing customer experience through structured problem-solving. Open to opportunities in Customer Support, Customer Success, and Operations roles.

Location

Delhi

Work experience

Service Operations Specialist at Prometric, Apr 2024 - Feb 2026 · 1 yr 11 mos, - Managed 40–50 daily client queries across email, chat, and calls, consistently meeting 95%+ SLA compliance and resolution targets - Collaborated with 5+ cross-functional teams and distributed workload across peers, improving turnaround time by 15–20% - Developed 10+ self-help documents and identified process gaps, reducing repeat queries by 20%+ - Conducted weekly audits (20–30 cases/week) ensuring 100% adherence to client requirements and operational standards - Analyzed recurring query trends and implemented process improvements that reduced repeat tickets and improved first-contact resolution (FCR)

Senior Support Executive at TP, Mar 2023 - Mar 2024 · 1 yr 1 mo, - Handled 70–90 daily customer interactions across voice and non-voice channels, maintaining 90–95% CSAT, directly supporting customer retention and service quality targets - Resolved 10–15 high-priority escalations per day, reducing potential churn and ensuring adherence to SLA and resolution timelines - Improved process efficiency by identifying recurring issues and collaborating with QA/Team Leads, reducing repeat contacts by 10–15% and improving first-contact resolution (FCR) - Consistently met AHT and QA benchmarks, contributing to overall team performance and operational cost efficiency

Executive Associate at Concentrix, Feb 2020 - Feb 2022 · 2 yrs 1 mo, - Managed 50–80 daily customer queries across voice, chat, and email, achieving 90%+ CSAT, enhancing customer satisfaction and brand experience - Maintained 85%+ QA scores and optimized AHT, ensuring efficient handling of cases while maintaining service quality standards - Delivered accurate support for order, payment, and account-related issues, contributing to high resolution accuracy and reduced repeat contacts by ~10% - Ensured 100% compliant case documentation, supporting audit readiness and minimizing operational and compliance risks

Education

Bachelor of Arts, Hansraj College