caroline dias
@carolinedias
Senior Customer Service specialist focused on retention, first-call resolution, and cross-selling.
IndiaWhat I'm looking for
I am a dedicated Senior Customer Service specialist with five years' experience across banking, sales, and telecom, focused on customer retention and satisfaction.
At Lyca Mobile UK and Teleperformance I drove retention programs, achieved 70% first-call resolution, and increased sales through effective cross-selling of credit card products.
After a planned career break for family priorities and maternity, I completed French diplomas (A1–B1) and professional AI/ChatGPT workshops to refresh and expand my skills.
I bring strong emotional intelligence, excellent listening, multitasking, accurate debtor-account management, and a commitment to delivering empathetic, efficient customer experiences.
Experience
Work history, roles, and key accomplishments
Retention Specialist
Lyca Mobile
Feb 2021 - Dec 2022 (1 year 10 months)
Served as primary retention contact, achieving 70% first-call resolution and increasing sales by 25% through targeted cross-selling of credit card products and personalized retention campaigns.
Senior Customer Service Specialist
Teleperformance
Apr 2018 - Feb 2021 (2 years 10 months)
Handled international client communications in customer experience operations, earned recognition for high-accuracy debtor account handling and processing credit limits.
Client Care Specialist
Standard Chartered
Mar 2017 - Apr 2018 (1 year 1 month)
Delivered customer service in the Credit Card Department and promoted credit card products while maintaining service quality and client satisfaction.
Education
Degrees, certifications, and relevant coursework
Alliance Française de Madras
Diploma in French, French Language
2023 - 2024
Completed a Diploma in French covering A1, A2 and B1 levels and received professional certificates recognized by the French Ministry of National Education.
UMUniversity of Madras
Bachelor of Business Administration, Business Administration
2013 - 2016
Completed a Bachelor's degree in Business Administration focusing on foundational business and management principles.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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