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Dedicated customer service professional with over a decade of experience supporting internal and external customers and resolving complex issues while maintaining business interests. Known for strong SLA and NPS performance, professional behaviour, and adaptability in fast-paced environments. Experienced in de-escalation, customer handling across global locations and domains including banking/finance, gas & petroleum, mobile communications, internet services, and home agents. Comfortable with CRM and service desk tools, training/mentoring, audits, 360-degree quality feedback, and client coordination through weekly/fortnightly and quarterly performance reviews.…Dedicated customer service professional with over a decade of experience supporting internal and external customers and resolving complex issues while maintaining business interests. Known for strong SLA and NPS performance, professional behaviour, and adaptability in fast-paced environments. Experienced in de-escalation, customer handling across global locations and domains including banking/finance, gas & petroleum, mobile communications, internet services, and home agents. Comfortable with CRM and service desk tools, training/mentoring, audits, 360-degree quality feedback, and client coordination through weekly/fortnightly and quarterly performance reviews.

Srinivas Rao

Project Manager, Merchandiser, Affiliate Marketer, +2

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Dedicated customer service professional with over a decade of experience supporting internal and external customers and resolving complex issues while maintaining business interests. Known for strong SLA and NPS performance, professional behaviour, and adaptability in fast-paced environments. Experienced in de-escalation, customer handling across global locations and domains including banking/finance, gas & petroleum, mobile communications, internet services, and home agents. Comfortable with CRM and service desk tools, training/mentoring, audits, 360-degree quality feedback, and client coordination through weekly/fortnightly and quarterly performance reviews.…Dedicated customer service professional with over a decade of experience supporting internal and external customers and resolving complex issues while maintaining business interests. Known for strong SLA and NPS performance, professional behaviour, and adaptability in fast-paced environments. Experienced in de-escalation, customer handling across global locations and domains including banking/finance, gas & petroleum, mobile communications, internet services, and home agents. Comfortable with CRM and service desk tools, training/mentoring, audits, 360-degree quality feedback, and client coordination through weekly/fortnightly and quarterly performance reviews.

Available to hire

Dedicated customer service professional with over a decade of experience supporting internal and external customers and resolving complex issues while maintaining business interests. Known for strong SLA and NPS performance, professional behaviour, and adaptability in fast-paced environments.

Experienced in de-escalation, customer handling across global locations and domains including banking/finance, gas & petroleum, mobile communications, internet services, and home agents. Comfortable with CRM and service desk tools, training/mentoring, audits, 360-degree quality feedback, and client coordination through weekly/fortnightly and quarterly performance reviews.

Skills

Microsoft Office

CRM

Power BI

Experience Level

Microsoft Office

Expert

CRM

Expert

Power BI

Intermediate

Language

English

Advanced

Hindi

Advanced

Bengali

Advanced

Kannada

Intermediate

Tamil

Intermediate

Work Experience

Senior Customer Service Executive at Betsol Software (I) Pvt Ltd

March 1, 2012 - Present

Supported Arise Virtual Solutions (USA) and handled customer service cases at various complexity levels, including de-escalation while keeping business goals in mind. Consistently met SLA and contributed to NPS outcomes. Operated customer service applications including ServiceNow and CRM tools, and applied process knowledge to resolve issues. Also contributed to team enablement through knowledge transfer, audits/quizzes for process proficiency, and updated team members on client process changes. Where applicable, supported quality and performance monitoring initiatives such as 360-degree feedback and adherence planning to manage shrinkage and maintain SLA.

Project Coordinator – Quality Assurance and Quality Check Department at F & K Ibrahim Al-Shuwayer & Partners (GEMSIL)

May 1, 2011 - December 31, 2012

Coordinated Quality Assurance and Quality Check activities for customer service delivery to meet client expectations. Conducted quality evaluations and 360-degree style feedback where applicable to gauge service quality of agents. Supported process adherence through regular assessment activities, enabling improvements through feedback loops and audits. Assisted with structured documentation and ongoing monitoring related to performance and service consistency.

Senior Customer Services Associate at WNS Global Services Pvt Ltd, Bangalore

February 1, 2010 - October 31, 2010

Provided customer support for Aviva General Insurance (UK). Resolved customer queries and issues through phone/customer service workflows while ensuring compliance with service processes and performance expectations, including timely handling and quality of responses.

Senior Customer Services Associate at Rachaita Processing, Kolkata

March 1, 2008 - January 31, 2010

Handled customer service responsibilities for outbound sales related to mobile phones (UK). Managed customer interactions and issue resolution while maintaining service standards and adhering to process requirements.

Customer Service Officer (Phone Banking) at Standard Chartered Bank (I) , Kolkata

April 1, 2004 - February 29, 2008

Provided phone banking customer service for Standard Chartered Bank India operations. Supported customers with banking requests and issue resolution, maintaining professional communication standards and adherence to operational procedures.