asfiya topinkatti
@asfiyatopinkatti
I resolve high-volume customer queries, retain customers, and drive upsell revenue through service interactions.
IndiaWhat I'm looking for
I'm currently a Customer Support Advisor L2 at Concentrix, resolving customer queries within SLA while sustaining 92%+ CSAT. I proactively follow up on open cases and handle Level 2 escalations to support retention.
I've turned service conversations into incremental revenue through upselling and cross-selling, consistently exceeding FCR, CSAT, and sales quota targets. I maintain real-time, accurate CRM records in Adobe Experience Cloud for dependable pipeline reporting.
Previously, I supported Credit One Bank customers across voice, chat, and email at Grassroots, while also building cold-email lead-generation campaigns and managing customer follow-ups at Soul Software Trading.
Experience
Work history, roles, and key accomplishments
Sustained 92%+ CSAT quarter-on-quarter by resolving queries within SLA and proactively following up on open cases. Drove incremental revenue by spotting upsell and cross-sell opportunities across an active account base.
Sales and Marketing Executive
Soul Software Trading
Feb 2025 - Dec 2026 (1 year 10 months)
Created personalized cold email campaigns for lead generation and monitored campaign performance to optimize engagement. Managed customer follow-ups and direct communication.
Customer Service Executive
Grassroots
Jan 2021 - Feb 2023 (2 years 1 month)
Delivered end-to-end customer support for Credit One Bank in a high-volume BPO environment, managing daily interactions across voice, chat, and email. Converted inbound service calls into upsell opportunities, contributing to monthly sales targets.
Education
Degrees, certifications, and relevant coursework
S.G.B.I.T
Bachelor's degree, Civil Engineering
2022 - 2025
Bachelor's degree in civil engineering from S.G.B.I.T from 2022 to 2025.
Jain Polytechnic
Diploma, Civil Engineering
2018 - 2021
Diploma in Civil Engineering from Jain Polytechnic from 2018 to 2021.
St. Joseph High School
High School, General Studies
High School education from St. Joseph High School, completed in 2017.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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