Open to opportunities

Bindhya Prakash

@bindhyaprakash

Customer service and outbound sales professional with 5+ years driving KPI wins, retention outcomes, and flawless compliance.

India

Message

What I'm looking for

I’m looking for a customer service role where I can own escalations, drive KPI/KRA outcomes, and improve retention through clear communication, compliance accuracy, and coaching—ideally with growth opportunities into higher-impact customer operations.

I’m a target-driven customer service and outbound sales professional with 5+ years of experience across high-volume cold calling, lead generation, and end-to-end support via call, chat, and email. I consistently exceed KRA/KPI targets and have been recognized with four consecutive Excellence Awards plus a Top Performer Award (2024, 2025, 2026).

In my current role as a Subject Matter Expert – Customer Service (Tax & DOT), I optimize lead conversion and resolve high-stakes escalations using strong policy knowledge and de-escalation techniques, turning at-risk interactions into retention outcomes. I help teams improve performance through targeted coaching and real-time operational support, while maintaining 98%+ Customer Satisfaction (CSAT) through rapid issue resolution and First Call Resolution (FCR).

I also bring deep back-office and risk-control experience from earlier roles in accounts receivable, debt collection, and title search—ensuring accuracy, compliance, and timely resolutions. I’m fluent in English and Hindi, and I thrive in fast-paced, incentive-driven environments where resilience and discipline matter.

Experience

Work history, roles, and key accomplishments

Subject Matter Expert – Customer Service

Silver Mine Software Pvt. Ltd.

Apr 2023 - Apr 2026 (3 years)

Implemented outbound sales and communication frameworks to optimize lead conversion rates and manage customer interactions across call, chat, and email. Served as a final escalation point for complex regulatory form inquiries, maintained 98%+ CSAT through rapid resolutions, and handled refunds and billing adjustments in line with policy.

Outbound Lead Generation Lead Qualification Customer Escalation Management De escalation Coaching and Mentoring First Call Resolution (FCR)Refund Processing CRM Management HubSpot Jira

SNR Escalation Specialist (L2)

Amazon

Jul 2022 - Feb 2023 (7 months)

Resolved high-stakes customer escalations using policy knowledge and de-escalation techniques to support retention. Managed order refunds and adjustments, provided specialized support for disabled customers, and ensured adherence to North America service-level agreements (SLAs).

Customer Escalation Management De escalation Order Management Refunds Retail Customer Service Policy Troubleshooting SLA

Accounts Receivable Executive

Invensis Technologies

May 2020 - Jul 2022 (2 years 2 months)

Managed accounts receivable for 14+ cross-industry clients to maintain cash flow and reduce collection cycle timelines. Implemented phone/email follow-ups to reduce DSO, supported AP reconciliation for remittance accuracy, and resolved payment discrepancies using ledger analysis.

Accounts Receivable Debt Collection Cash Flow Management DSO Follow up Accounts Reconciliation Accounts Payable Coordination Client Account Management

Title Search Analyst

Quatreo Pvt. Ltd.

Jan 2019 - Jan 2020 (1 year)

Conducted mortgage lien searches and public records reviews to verify property histories and validate claims. Audited title research documentation to maintain regulatory compliance and streamlined verification by cross-referencing public data to identify and resolve title defects prior to reporting.

Lien Searches Public Records Research Title Verification Claims Verification Title Defects Data Cross Referencing