At Teleperformance Global Business Pvt. Ltd., I served as a Customer Service Subject Matter Expert, resolving escalated queries with a 95%+ customer satisfaction rate.
I coached agents on complex issue resolution and monitored interactions for quality assurance, ensuring adherence to company SOPs and compliance guidelines.
At Tech Mahindra Limited, I provided Tier 2 technical support to Verizon Wireline customers, resolving internet, router, connectivity, and home phone issues. I maintained a 4.6/5 monthly CSAT score and reduced repeat contacts by 20% through root-cause analysis and customer education.
I also trained and onboarded new agents, documented incidents to support SLA compliance, and upsold hardware and service plans.
