monica lalwani

I’m a results-driven Customer Service Representative and Technical Support professional with 5+ years of inbound support experience across phone, email, and chat. I consistently maintain 95–100% CSAT while managing high-volume customer interactions and prioritizing customer satisfaction.

I specialize in troubleshooting customer issues, improving first-contact resolution, and handling escalations with confidence. My focus is customer retention—minimizing churn by resolving service concerns quickly and accurately, while staying aligned to SLA and KPI requirements.

I work efficiently in CRM environments, documenting interactions and resolutions with clear process documentation and ticketing support. I also contribute to process improvement initiatives to strengthen workflows and improve service delivery, including in remote customer support settings.

In my recent role as a Customer Experience Specialist at ApnaMart, I manage 100+ daily interactions and protect brand loyalty through timely support and escalation handling. Previously, I led a 6-person team at Gamaxine Technology, trained new hires on CRM and support protocols, and helped strengthen the knowledge base through better workflows and best practices.