Pushpa Mary A
Bengaluru
Summary
Dynamic Senior Customer Service Representative with a proven track record at Intouch Cx, excelling in escalation management and quality assurance. Skilled in live chat support and training, I effectively resolved complex issues while maintaining professionalism under pressure, significantly enhancing customer satisfaction and loyalty.
Overview
8
8
years of professional experience
Work History
Senior Customer Service Representative
Intouch Cx
05.2019 - Current
- Resolved player service queries by adhering to company processes and policies.
- Trained new employees in email communication, conflict resolution, and enhancing customer satisfaction ratings.
- Utilized CRM tools for efficient tracking and reporting of player interactions and outcomes.
- Developed solutions-oriented strategies to address challenging situations or dissatisfied customers.
Senior Customer Service Representative
Concentrix
02.2017 - 10.2018
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Commerce - Accounting And Finance
INDIRA GANDHI NATIONAL OPEN UNIVERSITY
New Delhi, India06-2016
Skills
- Quality assurance
- Escalation management
- Live chat support
- Floor supervision
- Calm and professional under pressure
Languages
Hindi
Intermediate (B1)
English
Bilingual or Proficient (C2)
Tamil
Intermediate (B1)
Marathi
Intermediate (B1)
Timeline
Senior Customer Service Representative
Intouch Cx
05.2019 - Current
Senior Customer Service Representative
Concentrix
02.2017 - 10.2018
Bachelor of Commerce - Accounting And Finance
INDIRA GANDHI NATIONAL OPEN UNIVERSITY
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