Open to opportunities

Ankita Tomar

@ankitatomar

Message

I resolve customer issues, improve support workflows, and lead frontline service operations.

India

Message

What I'm looking for

I'm looking for a customer success, customer support, or operations role where I can manage escalations, improve workflows, support customers across digital channels, and contribute to strong customer and employee experiences.

I'm currently a Customer Support Agent and Supervisor at Cap Services Ltd., a Dubai-based company, where I resolve chat and email queries, conduct KYC verification through Sumsub, manage escalations in Jira, and train new agents.

Previously, at Shutterfly, I managed 50+ daily live-chat interactions involving products, promotions, accounts, photo book design, and image editing. I used Salesforce to manage tickets and served as a reliable liaison between vendors and customers.

Across Teleperformance, Startek, and a two-year HR role with Tata Group, I've supported customers across phone, email, live chat, payments, returns, billing, and accounts while coordinating recruitment, onboarding, payroll, documentation, and employee engagement.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Agent and Supervisor

Current

Cap Services Ltd.

Feb 2024 - Present (2 years 6 months)

Resolved customer queries via chat and email using Crisp and Dixa. Performed KYC verification through Sumsub, ensuring regulatory compliance. Handled payment, promotion, account, and technical support issues. Managed escalations using Jira and collaborated with cross-functional teams. Conducted agent onboarding and training using Loom and internal resources. Acted as the key contact between frontl

Crisp Sumsub Jira Loom Customer Support KYC Escalation Management Onboarding Training CSAT

Senior Customer Support Executive

Shutterfly

Sep 2023 - Feb 2024 (5 months)

Managed 50+ daily customer interactions via live chat, addressing inquiries related to products, promotions, and account issues with efficiency and empathy. Utilized Salesforce to track, manage, and resolve support tickets, ensuring timely and accurate follow-ups. Acted as a liaison between vendors and customers, providing clear and reliable information to maintain trust and transparency. Assisted

Salesforce Live Chat Customer Support Vendor Management Photo Book Design Customer Satisfaction

Customer Support Agent

Teleperformance

Aug 2022 - Nov 2022 (3 months)

Resolved customer queries via phone, email, and live chat. Handled product, billing, and account-related issues. Logged and managed cases using Flipkart support tools. Achieved CSAT, FCR, and AHT performance targets. Ensured compliance with data privacy and security standards.

Phone Support Email Support Live Chat Flipkart Support Tools CSAT FCR AHT Data Privacy Security Compliance

B2B Support Agent

Startek

May 2022 - Aug 2022 (3 months)

Handled high-volume inbound customer calls, addressing queries related to orders, payments, returns, and account issues with accuracy and empathy. Used internal CRM tools to log cases, track resolutions, and maintain detailed customer records. Achieved and exceeded key performance indicators including AHT (Average Handling Time), FCR (First Contact Resolution), and CSAT (Customer Satisfaction Scor

Inbound Calls CRM Case Logging AHT FCR CSAT

HR Intern / HR Executive

Tata Group

Assisted in recruitment and interview scheduling. Managed onboarding and employee records. Maintained attendance and HR documentation. Supported payroll and leave management. Handled employee queries and HR compliance. Assisted with training and employee engagement. Coordinated hiring with department managers.