Anjali User

Manage day-to-day communication and follow-up for three client accounts, maintaining responsiveness and service standards. Maintain CRM records and pipeline documentation and coordinate with technical/project teams during onboarding to keep clients informed and issues resolved.

Supported customers within the Apple ecosystem for a global client, handling 80–85 chat interactions per day while following quality and compliance standards. Maintained a 95% CSAT score and was promoted to Subject Matter Expert for 3 months, providing floor support, handling escalations, and coaching new agents.

Acted as primary point of contact for four international client accounts, resolving shipment issues and coordinating across carriers, customs, and internal teams. Negotiated freight rates, maintained documentation accuracy, and was recognized as a Top Performer for three consecutive months for retention and operational target delivery.

Provided part-time tutoring after hospitality operations paused during the COVID-19 pandemic and the prior role was not reinstated. Independently managed scheduling, client communication, and lesson planning to maintain continuous client-facing work during the furlough period.

Resolved guest escalations directly, often under time pressure, while maintaining service quality in a 5-star environment. Managed VIP guest requirements with discretion and coordinated across departments to close service gaps quickly.

Delivered personalized guest support and resolved service issues, building escalation-handling experience for later support roles. Coordinated with multiple departments to maintain smooth day-to-day operations.

Completed professional training in air hostess/air host training at Frankfinn Institute from 2017 to 2018.

Completed Senior Secondary (12th) education under HP Board of School Education in 2017.

Completed Secondary (10th) education at ECI Chalet Day School in 2015.