Caron Carneiro
@caroncarneiro
Experienced customer service analyst focused on resolving issues and improving customer experience.
IndiaWhat I'm looking for
I am an experienced customer service analyst with hands-on experience in call handling, email/chat support, escalation management, and customer relationship management. I have worked across roles at Eclerx, Sutherland, and Concentrix, delivering strong CSAT and KPI-focused results while mentoring colleagues and driving process improvements.
I bring empathy, professional communication, conflict-resolution skills, and attention to detail to every interaction, and I thrive in high-pressure environments where I can apply multitasking, time-management, and cross-functional collaboration to improve customer journeys and operational outcomes.
Experience
Work history, roles, and key accomplishments
CODelivered customer service operations focused on KPI achievement (CSAT, NPS, FCR, AHT) while mentoring teammates and coordinating cross-department efforts to improve service quality. Handled escalations and maintained performance under pressure.
Analyst
Sutherlan
Nov 2023 - Apr 2024 (5 months)
Provided customer support with emphasis on empathy and active listening, resolving issues and supporting process improvements to enhance customer journeys. Delivered verbal and written communication across channels.
Customer Service Analyst
Eclerx
Sep 2022 - Oct 2023 (1 year 1 month)
Handled customer inquiries, complaints, and escalations while improving CSAT through effective conflict resolution and professional communication. Managed multitasking across call, email, and chat support and adhered to KPI targets.
Education
Degrees, certifications, and relevant coursework
SGSt. Mira's College for Girls
Higher Secondary Certificate, Higher Secondary Certificate (HSC)
Grade: 89%
Completed Higher Secondary Certificate with 89% at St. Mira's College for Girls, Pune in 2020.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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