---
title: "Lohina . - Service Operations Specialist in Delhi | Tal"
description: "Meet Lohina ., Customer Support Specialist | International Processes | SLA & CSAT Driven | Escalation Handling | Process Improvement based in Delhi."
image: "https://tal.club/meet/lohina/share-image"
---

# Lohina \. on Tal

## 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

[View the original profile](https://tal.club/meet/lohina)

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