pooja Verma
@poojaverma2
Customer support specialist with strong QA and technical troubleshooting skills.
IndiaWhat I'm looking for
I am a dedicated customer support specialist with experience providing technical chat support for iOS, iPadOS, watchOS and Apple media services to customers across the US and EMEA. I have handled over 12,000 chats while maintaining a 90% Customer Satisfaction Score and a 94% Quality Score, demonstrating consistent empathy, problem-solving and multi-chat handling under peak loads.
Previously I worked as a Quality Analyst ensuring agents met organizational quality objectives, delivering regular feedback, training on quality parameters and driving continual improvement. I hold a B.Tech in Computer Science and possess hands-on familiarity with C, C++, Java, mobile platforms and MySQL, which supports my ability to resolve technical customer issues effectively.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
Teleperformance
Sep 2020 - Present (5 years 5 months)
Provided technical chat support for iOS, iPadOS, watchOS and media services for Apple products, handling 12,000+ chats and maintaining a 90% Customer Satisfaction Score and 94% Quality Score.
Quality Analyst
eClerx
Aug 2018 - Oct 2019 (1 year 2 months)
Monitored agent performance to ensure service quality, conducted regular feedback and training sessions, and supported continual improvement initiatives to align with organizational objectives.
Education
Degrees, certifications, and relevant coursework
Global Institute of Management and Technology
Bachelor of Technology, Computer Science and Engineering
Grade: 75.5%
Completed B.Tech in Computer Science and Engineering with a focus on emerging technologies, graduating in 2018 with 75.5%.
Ajit Vidyalaya Senior Secondary School
Senior Secondary Certificate, Non-Medical (Science)
Grade: 70.6%
Completed 12th grade (Non-Medical) under PSEB in 2014 with 70.6% marks.
St. Francis School, Amritsar
Secondary School Certificate, General Secondary Education
Grade: 78.9%
Completed 10th grade under ICSE in 2012 with 78.9% marks.
Availability
Location
IndiaAuthorized to work in
Job categories
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