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Dhara Yadav

@dharayadav

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Senior Customer Support SME using analytics to cut AHT, raise CSAT, and improve quality at scale.

India

Message

What I'm looking for

I’m looking for a senior customer support role where I can use analytics to improve CSAT, AHT, and quality, redesign escalations end-to-end, and mentor teams. I want cross-functional ownership that protects SLA compliance and client relationships.

I’m a Senior Customer Support Specialist and SME with 6+ years turning high-volume, high-conflict support environments into measurable performance gains—40% faster resolution times, 95% CSAT, and a 20% lift in quality scores. Built on a Business Analyst foundation, I bring a data-first approach to escalation management, process redesign, and team development.

At VSSI / VOIS (Vodafone Ireland), I earned three internal promotions in under 5 years and now serve as an SME training, mentoring, and onboarding 3 cohorts of junior agents. I redesigned inquiry resolution workflows and automated repetitive steps, cutting average handling and response times by 40%, and mined CRM interaction data to surface root causes behind repeat contact—reducing repeats by 15%.

Before that, as a Senior Executive, I owned high-volume, high-conflict financial account escalations across Zendesk and Salesforce, sustaining a 95% CSAT rate on the accounts other agents couldn’t resolve. I built feedback systems and QA checks that lifted service quality scores by 20% team-wide, and partnered across Operations, IT, and Finance to close complex billing disputes while holding the line on SLA compliance.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert (SME)

Current

VSSI / VOIS (Vodafone Ireland)

Apr 2024 - Present (2 years 3 months)

Selected as SME to train, mentor, and onboard multiple cohorts of junior agents. Redesigned inquiry resolution workflows and automated repetitive steps, cutting average handling and response times by 40%, and used CRM interaction data to reduce repeat contacts by 15%.

Customer Support Escalation Management Process Improvement Coaching & Mentoring Quality Assurance Root Cause Analysis Repeat Contact Reduction

Senior Executive

VSSI / VOIS (Vodafone Ireland)

Apr 2022 - Apr 2024 (2 years)

Owned high-volume, high-conflict financial account escalations, sustaining a 95% CSAT rate on the most difficult cases. Built customer feedback systems and QA checks to lift service quality scores by 20%, and partnered cross-functionally to close complex billing disputes while maintaining SLA compliance.

Escalations Customer Support Zendesk Salesforce CSAT Quality Assurance (QA)SLA Root Cause Analysis Billing Disputes

Executive

VSSI / VOIS (Vodafone Ireland)

Jul 2019 - Apr 2022 (2 years 9 months)

Handled front-line customer inquiries and financial account issues for Vodafone Ireland and developed an escalation-handling track record. Managed daily case work using Zendesk and Salesforce, establishing the operational foundation for later process-improvement work.

Customer Support Case Management Zendesk Salesforce

Business Analyst

Yudiz Solutions

Dec 2018 - Jul 2019 (7 months)

Analyzed business and financial processes to identify inefficiencies and recommend improvements that increased team productivity by 25%. Served as liaison between corporate clients, business teams, and IT, reducing miscommunication by 30%, and produced data-driven reports, wireframes, and business proposals using Excel and PowerPoint.

Business Analysis Process Improvement Requirements Liaison Reporting Wireframing Excel PowerPoint Root Cause Analysis