Open to opportunities

Anjleena Marshal

@anjleenamarshal

Message

Senior customer care professional driving high CSAT and rapid escalation resolution.

India

Message

What I'm looking for

I am seeking a senior customer care role where I can drive CSAT improvements, manage escalations, mentor teams, and implement process improvements within a collaborative, customer-focused organization.

I am a results-driven senior customer care professional with over three years of progressive experience supporting international markets including the US, UK, and UAE. I consistently deliver high-quality service, maintain exceptional CSAT scores (95%+), and resolve complex escalations rapidly.

At leading global and BPO employers, I handled high-volume interactions across voice and non-voice channels, managed billing and account security issues with high accuracy, and reduced escalation rates by up to 30% through mentoring and process improvements.

I leverage CRM platforms such as Salesforce and Zendesk, implement data-driven operational improvements, and collaborate cross-functionally to close service gaps—achieving fast resolution SLAs and sustained operational excellence.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Care Executive

Current

Amazon Inc

Sep 2024 - Present (1 year 6 months)

Manage complex account, billing, and security inquiries for a global e-commerce leader, resolving 50+ high-priority interactions daily and maintaining a 96% CSAT while exceeding SLA targets by 12%.

Customer Support Billing Disputes Escalation Management Data Protection SLA Management

Senior Customer Care Executive

Majorel Pvt. Ltd

Apr 2024 - Sep 2024 (5 months)

Led Tier 2 escalation management and client relationship initiatives, achieving 95% resolution within 24-hour SLA and reducing repeat complaints by 25% through proactive communication strategies.

Escalation Management Client Relationships Quality Assurance CRM SLA Management performance reporting

Senior Customer Care Executive

Webhelp

Sep 2023 - Aug 2024 (11 months)

Provided technical support and performance monitoring for UK clients, improved team efficiency by 15% through process improvements, and earned Top Performer recognition for six consecutive months.

Technical Support Process Improvement Performance Monitoring Reporting UK Market Support Quality Assurance CRM

Senior Customer Care Executive

Teleperformance

Dec 2022 - Sep 2023 (9 months)

Delivered customer support for US clients across billing and product inquiries, resolved 40+ complaints daily, mentored five junior associates, and reduced escalation rate by 30% within six months.

Customer Support Billing Support Mentoring Problem Solving CRM Ticketing Systems