Headline

Senior Customer Service Associate @ Connect and Heal | Help Desk Support

About

At Connect and Heal, I serve as a Senior Customer Service Associate, leveraging over three years of experience in healthcare support to coordinate patient services across hospitals through multichannel platforms like Email, Calls, and Chat. My role involves resolving escalated medical service requests, ensuring timely issue resolution, and providing both technical and non-technical support to stakeholders using tools like Landbot, Zendesk, and Interakt. My expertise lies in escalation handling, help desk support, and CRM tools, with a focus on delivering efficient and empathetic service. I am committed to facilitating seamless patient experiences and fostering collaboration across teams to maintain high service standards in a fast-paced healthcare environment.

Location

Bengaluru

Work experience

Senior Customer Service Associate at Connect and Heal - CNH Care, Aug 2022 - Present · 3 yrs 11 mos, Bengaluru, Karnataka, India, Managing patient support and coordination across hospitals through Email, Calls & Chat (Landbot, Zendesk, Interakt) Handling escalated medical service requests and ensuring timely resolution Providing technical and non-technical support to internal and external stakeholders

Senior Customer Service Officer at Startek, Jun 2021 - Aug 2022 · 1 yr 3 mos, Kolkata, West Bengal, India, Acted as the Escalation SPOC and handled RCA (Root Cause Analysis) & ACPT for OJT teams Temporarily functioned as Acting Team Lead – managing shrinkage, attrition & training Resolved critical customer complaints, boosting satisfaction scores by 20% Consistently recognized for service excellence and leadership potential

Senior Customer Service Executive at NLB Services, Apr 2020 - Sep 2021 · 1 yr 6 mos, Remote, Provided expert remote software assistance to international clients across AUS,UK,US and NZD

Senior Process Executive at CHERRY E-COMMERCE SERVICES PRIVATE LIMITED, Jun 2018 - Apr 2019 · 11 mos, Noida, Uttar Pradesh, India, Delivered customer support across AUS, UK, US, and NZ via Chat, Email & Voice Specialized in escalation and retention calls, software support, and medical billing queries

Customer Service Specialist at CALIFORNIA TECH INNOVATION CENTER, Apr 2016 - May 2018 · 2 yrs 2 mos, Gurugram, Haryana, India, Managed large volumes of inbound queries and ensured issue resolution within SLA Optimized support workflows for faster TAT and improved customer feedback

Education

Bachelor of Arts - BA, Art/Art Studies, General, Janardan Rai Nagar Rajasthan Vidyapeeth University

Technique Polytechnic Institute