Handled 80–100+ inbound customer calls daily, resolving technical and service-related queries for devices including iPhones, routers, and connectivity products. Consistently achieved CSAT scores above target. Managed and resolved escalated cases through cross-functional collaboration, achieving first-contact resolution and minimizing repeat contacts. Coached team members on complex case handling, contributing to KPI improvements and reduced average handle time. Facilitated upselling and cross-selling initiatives, driving incremental revenue while maintaining a customer-first approach. Led recurring team reviews to identify recurring pain points and implement process improvements, reducing repeat complaint volumes. Ensured adherence to SLA, call quality benchmarks, and compliance protocols, with high audit scores.

Customer Executive at Concentrix Technologies Pvt. Ltd.

June 1, 2021 - June 1, 2024

Delivered end-to-end customer support for product availability and order management, achieving consistent top-tier performance ratings over 3 years. Resolved complex complaints and follow-up queries via phone and email, focusing on first-contact resolution and a seamless post-interaction experience. Demonstrated empathy and de-escalation skills with distressed customers, maintaining professionalism under pressure. Proactively escalated critical issues to appropriate teams while tracking resolution progress, ensuring minimal customer impact. Rapidly adopted new workflows and tools, consistently improving individual efficiency and daily productivity metrics.

Customer Executive at Epicenter Technologies Pvt. Ltd.

March 1, 2021 - June 1, 2021

Executed daily outbound calling campaigns, maintained accurate call logs and reports in line with internal reporting standards. Delivered positive customer interactions by addressing concerns, managing escalations professionally, and following scripted calls. Consistently met and exceeded daily targets through disciplined task prioritisation and a results-driven work ethic.