At Teleperformance, I provide real-time floor support to customer care agents, helping with complex queries, policy interpretations, and workflow troubleshooting.
I handle high-level escalations to de-escalate sensitive customer situations and maintain target resolution benchmarks. I also conduct process refreshers and nesting support for onboarding agents.
As a Customer Support Executive at Teleperformance, I managed customer interactions across voice and digital channels and achieved a consistent 90%+ First Contact Resolution rate.
As a member of the Employee Experience Committee at the LIC Site, I supported wellness and workplace safety initiatives, gathered team feedback, and organized floor engagement activities.
