Geeta Rawat

Performance-driven, customer-focused advisor delivering high-level technical support and customer advisory outcomes. I specialize in managing complex backend processes, resolving high-priority technical issues with high first-contact resolution rates, and strengthening brand loyalty through superior service delivery. I’m currently leveraging advanced technical acumen as an Advisor II to drive operational excellence while consistently meeting and exceeding KPIs tied to CSAT and quality assurance.

At Concentrix, I serve as a subject matter expert for complex technical inquiries, streamline specialized backend workflows and chat processes to reduce customer effort, and coach team members on technical troubleshooting and communication best practices. Previously at Tech Mahindra, I handled high-volume online chat, managed sensitive logistics/refunds/order-fulfillment queries, de-escalated customer grievances with customer-centric strategies, and analyzed feedback trends to recommend process improvements for management. Earlier at Concentrix, I delivered end-to-end technical assistance for backend chat processes, acted as a bridge between customers and technical teams for persistent software or hardware issues, and built fast adaptability to new technical tools and proprietary software platforms.