Dharini Vyas

Provided timely and professional support to customers via email, chat, and phone, ensuring high satisfaction levels. Resolved customer queries, complaints, and technical issues by troubleshooting and providing accurate solutions.

Part of new Global Support function, managing team support and building knowledge base articles. Acted as first line escalation manager and assisted in building support KPIs, scaling support team, and hiring.

Managed customer service team remotely across different countries, resolving complaints and maintaining customer satisfaction above 90%. Supervised and trained new employees, shared best practices, and conducted NPS analysis.

Led customer service operations for inbound, email, outbound, and social media teams, managing a span of 100 agents. Applied strong leadership and problem-solving skills to maintain team efficiency and organize workflows.

Customer Contact Associate consistently in Top Ten stack ranking, recognized and awarded top associate for 2009 quarter-4. Developed expertise in fast and accurate navigation on client's proprietary systems and serviced credit card disputes.

Provided primary customer support to internal and external customers in fast-paced environment. Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.

Handled loans like Home, Personal, LAP, checking KYC documents and helping customers with loans. Met productivity and revenue targets consistently and was given additional responsibilities to delegate projects within the process.

Bachelor of Commerce degree in Accounting from the University of Mumbai.