Enjalina Tandi
@enjalinatandi
I resolve complex global customer issues across chat, email, voice, CRM, and escalation workflows.
IndiaWhat I'm looking for
I've supported global customers across e-commerce, telecom, and FinTech/B2B, resolving complex account, technical, and service issues through email, chat, voice, and remote channels.
At TP, I used SmartAssist and Salesforce to track cases, investigate issues with cross-functional teams, de-escalate concerns, and deliver solutions within SLA standards. I supported Mastercard Services and maintained a high Quality Score with zero client escalations.
Previously at TaskUs, I achieved 95% CSAT and over 97% Quality Score while managing concurrent live chats. I also bring recruitment experience from TalentOla, where I managed leadership hiring, sourcing, and interview coordination.
Experience
Work history, roles, and key accomplishments
• Utilized SmartAssist CRM for accurate case tracking and follow-up, enhancing operational efficiency.
• Employed advanced de-escalation techniques to address customer concerns effectively, ensuring satisfaction.
• Worked closely with cross-functional teams to investigate and resolve issues promptly, fostering collaboration.
• Managed end-to-end recruitment for mid-to-senior leadership roles using LinkedIn Recruiter and targeted sourcing techniques.
• Coordinated interview processes and collaborated with hiring managers to ensure timely hiring.
• Sourced and engaged top talent through LinkedIn Recruiter and internal candidate databases.
• Provided exceptional technical support to global FinTech/B2B banking customers via email, phone, and virtual channels.
• Maintained a high Quality Score with zero client escalations, ensuring customer satisfaction.
• Resolved complex account and technical issues using Salesforce, adhering to SLA compliance.
• Delivered timely solutions for Mastercard Services in alignment with global servi
• Provided exceptional remote chat support to international customers, achieving a 95% CSAT and over 97% Quality Score.
• Resolved inquiries primarily through live chat (95%) and phone (5%), consistently meeting SLA and quality standards.
• Managed multiple concurrent chats with a focus on accuracy, efficiency, and a customer-first approach.
• Managed patient registration, billing, and documentation for inpatient and outpatient services, ensuring accurate records and efficient customer service.
• Delivered exceptional technical support for a leading telecom/broadband client.
• Resolved inquiries related to broadband configuration, troubleshooting, billing, and account services, ensuring timely resolutions.
• Managed escalation and retention cases with zero social media escalations, consistently meeting quality and service performance standards.
Education
Degrees, certifications, and relevant coursework
Sadhu Vaswani College, Bairagarh, Bhopal
Master of Science, Chemistry
Govt. Maharani Laxmi Bai Girls P.G. Autonomous College
Bachelor of Science
Excel with LinkedIn Recruiter Assessment
Issued Aug 2023
Great Learning
Human Resource Management
Issued Jul 2023
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Skills
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