At EXLServices, I manage complex insurance queries across policy servicing, claims, and renewals while handling high-volume chat support. I improve First Call Resolution, reduce escalations, and maintain strong CSAT and quality results using CRM tools.
Previously at Amazon Development Centre, I resolved order, refund, return, account, and logistics issues across voice, email, and live chat. I earned a Customer-Centric Employee Award and was recognized for conflict management and high-stakes issue resolution.
