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I am a dynamic and detail-oriented customer service professional with over 10 years of experience in backend support, operations, and team leadership. I excel at resolving complex issues, coaching teams, and driving process improvements to enhance efficiency and customer satisfaction. Thriving in fast-paced, remote environments, I bring a solutions-focused mindset, strong communication, and a track record of delivering high-quality service across multichannel support. I am passionate about turning challenges into opportunities and helping organizations scale their customer experiences.…I am a dynamic and detail-oriented customer service professional with over 10 years of experience in backend support, operations, and team leadership. I excel at resolving complex issues, coaching teams, and driving process improvements to enhance efficiency and customer satisfaction. Thriving in fast-paced, remote environments, I bring a solutions-focused mindset, strong communication, and a track record of delivering high-quality service across multichannel support. I am passionate about turning challenges into opportunities and helping organizations scale their customer experiences.

Monika Luthra

Project Manager, Content Creator, Content Designer, +2

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I am a dynamic and detail-oriented customer service professional with over 10 years of experience in backend support, operations, and team leadership. I excel at resolving complex issues, coaching teams, and driving process improvements to enhance efficiency and customer satisfaction. Thriving in fast-paced, remote environments, I bring a solutions-focused mindset, strong communication, and a track record of delivering high-quality service across multichannel support. I am passionate about turning challenges into opportunities and helping organizations scale their customer experiences.…I am a dynamic and detail-oriented customer service professional with over 10 years of experience in backend support, operations, and team leadership. I excel at resolving complex issues, coaching teams, and driving process improvements to enhance efficiency and customer satisfaction. Thriving in fast-paced, remote environments, I bring a solutions-focused mindset, strong communication, and a track record of delivering high-quality service across multichannel support. I am passionate about turning challenges into opportunities and helping organizations scale their customer experiences.

Available to hire

I am a dynamic and detail-oriented customer service professional with over 10 years of experience in backend support, operations, and team leadership. I excel at resolving complex issues, coaching teams, and driving process improvements to enhance efficiency and customer satisfaction.

Thriving in fast-paced, remote environments, I bring a solutions-focused mindset, strong communication, and a track record of delivering high-quality service across multichannel support. I am passionate about turning challenges into opportunities and helping organizations scale their customer experiences.

Skills

Experience Level

Expert

Expert

Expert

Expert

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Intermediate

Language

English

Advanced

Work Experience

Customer Solutions Specialist - Voice at Tech Mahindra

May 1, 2025 - Present

Delivered inbound voice support for Rogers/Fido, resolving billing, technical, and account-related inquiries with empathy and efficiency. Consistently exceeded first contact resolution and CSAT targets, built strong rapport through active listening, and collaborated with cross-functional teams to escalate and resolve complex issues for seamless customer experiences.

Senior Supervisor, Sales & Customer Support at StuddedBay

May 1, 2020 - December 1, 2024

Led a multi-channel customer support and sales team, driving upsell/cross-sell opportunities, and managing order processing and lifecycle across ecommerce platforms. Designed targeted campaigns, optimized fulfillment, and trained new hires while analyzing KPIs to identify trends and implement improvements.

Senior Specialist – Sourcing & Vendor Management at GE Financial Services Pvt Ltd

August 1, 2007 - July 1, 2018

Supervised a team of sourcing compliance associates, managed vendor queries and escalations, and oversaw invoice processing and regulatory documentation. Developed performance metrics, conducted training, and partnered with internal stakeholders to streamline procurement and onboarding processes.

Backend Support (Customer Management Team) at Hewlett - Packard Sales India Pvt Ltd

July 1, 2005 - July 1, 2007

Assigned escalated cases to regional partners, investigated disputed claims, and processed damage/defect claims. Trained partners on process compliance and acted as a liaison between partners and internal teams to resolve technical and service-related issues.