Mayuri Joshi
@mayurijoshi3
Customer Service Representative specializing in escalation, chat support, and quality improvement.
IndiaWhat I'm looking for
I’m an Experienced Escalation and Chat Support Executive with over 7 years of expertise in managing and resolving complex customer issues through chat and voice support. I de-escalate high-priority concerns, maintain exceptional customer satisfaction, and perform well in fast-paced, high-pressure environments.
At Tech Mahindra, I deliver real-time customer support for broadband and mobile customers, efficiently handling 2–3 concurrent chat sessions while meeting quality and productivity targets. Previously, I progressed from chat support to DART (Dynamic andon response tool) Escalation Head, overseeing escalated chats and calls, managing DART system operations, analyzing escalations, and supporting agent quality checks—driving continuous performance improvement.
Experience
Work history, roles, and key accomplishments
Deliver real-time customer support via chat for broadband and mobile services, managing 2–3 concurrent chat sessions. Handle connectivity, billing, service plans, account management, and technical troubleshooting while meeting quality targets.
DART Escalation Head
Hexaware Technologies Pvt Ltd
Apr 2023 - Mar 2025 (1 year 11 months)
Oversee escalated chats and calls and manage operations and maintenance of the DART (Dynamic Andon Response Tool) system. Analyze and address customer-raised escalations to ensure a smooth customer experience, including team management for DART operations.
Customer Care Executive
Orange City Private Ltd
Feb 2019 - Mar 2023 (4 years 1 month)
Provide customer service and support by managing high-volume phone inquiries. Collaborate with the team to improve customer support processes and ensure customer satisfaction.
Education
Degrees, certifications, and relevant coursework
G.H. Raisoni College
Master of Computer Applications, Computer Applications
2016 - 2018
Pursued a Master of Computer Applications from 2016 to 2018 but dropped out after 2 years.
Dhanwate National College
Bachelor of Commerce, Computer Applications
2012 - 2016
Completed a Bachelor of Commerce in computer application from 2012 to 2016.
HCS Mokhare College
Higher Secondary Certificate (HCS)
2011 - 2012
Attended HCS Mokhare College from 2011 to 2012.
Paranjape High School
SSC
2008 - 2009
Completed SSC studies at Paranjape High School from 2008 to 2009.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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