At TELEPERFORMANCE, I support the global Google Play ecosystem across voice, chat, and email, investigating technical issues and handling cases through resolution. My case documentation contributed to a 12% reduction in ticket reopen rates, and I sustained a 96% CSAT score while meeting a 16-minute workflow SLA.
At TECH MAHINDRA, I supported Australian Telstra customers with technical issues across mobile, broadband, and digital services. I was promoted to L2 escalation case handling within six months, reduced engineering escalation workflows by 20%, and authored or edited more than 25 knowledge-base articles.
At CONNEQT BUSINESS SOLUTIONS LIMITED (CBSL), I handled SBI Rewards account and platform queries across phone and web channels. My transaction documentation maintained a 94% QA score, and transaction-history audits helped reduce customer churn metrics by 8%.
