Isha Kapasi
@ishakapasi
Customer support specialist delivering timely, empathetic issue resolution.
IndiaWhat I'm looking for
I am a customer support specialist with over two years of hands-on experience delivering high-quality service across phone, email, and chat channels, consistently meeting SLA expectations and maintaining accurate CRM records.
I take ownership of end-to-end ticket resolution, collaborate with cross-functional teams to resolve complex issues, and contribute insights to improve workflows and customer experience.
My approach combines clear communication, analytical problem solving, and a customer-first mindset to sustain high satisfaction and operational efficiency in fast-paced environments.
Experience
Work history, roles, and key accomplishments
Handled high-volume customer interactions via chat and email, resolving account, card, payment and in-app issues within SLA timelines while improving support workflows and maintaining high satisfaction benchmarks.
Customer Support Executive
Sophos Technology
Jun 2023 - Sep 2025 (2 years 3 months)
Handled inbound calls, emails and live chat to resolve technical and account issues, maintained CRM documentation and consistently met SLA and quality targets while escalating complex cases as needed.
Customer Support Executive
Petpooja
Nov 2022 - Jan 2023 (2 months)
Provided multichannel customer support, owned end-to-end issue resolution, maintained accurate service documentation and managed tickets while producing daily operational reports for management.
Education
Degrees, certifications, and relevant coursework
Indus University
Bachelor of Computer Applications, Computer Applications
2019 - 2022
Completed a Bachelor of Computer Applications program focused on foundational computing concepts and applications from 2019 to 2022.
Availability
Location
IndiaAuthorized to work in
Job categories
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