At Concentrix, I managed high-volume inbound calls and resolved product, technical, and service inquiries using structured diagnostic workflows. I achieved a consistent CSAT score of 95%+ and high First Contact Resolution rates.
I worked with internal technical and engineering teams through live chat to diagnose glitches, track bug resolutions, and update customers by phone. I also handled customer accounts according to SLA tiers and issue severity.
At Cognizant, I handled escalated phone inquiries about complex account issues and technical complaints, helping retain high-risk customer accounts. I guided customers through troubleshooting and collaborated with tier-2 teams on bug fixes and system logs.
At TechAI (Startup), I provided inbound and outbound voice support, handled account verification and user onboarding, and recorded feedback and resolution trends in Google Sheets. I was awarded Top Performer of the Year (2025) at Concentrix and mentored onboarding voice associates.
