At Conduent, I resolved customer queries and complaints on inbound calls, contributing to team customer satisfaction targets. I focused on clear, accurate communication and resolving issues within a single call whenever possible.
I handled high call volumes while meeting company service standards. When cases were complex, I escalated them through the correct support workflow to help ensure timely closure.
For my Customer-Centric Operations and Service Communication Project, I designed a mock support workflow and issue-resolution framework. I also analyzed client communication channels and proposed a five-step feedback mechanism to improve support quality and reduce resolution time.
