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@poonamuser2
I am a customer service professional specializing in multi-channel support and issue resolution.
I am a customer service professional with six years' experience resolving inquiries across email, webchat, text, and online platforms. I handle billing, refunds, tariff explanations and scheduling engineer visits with empathy and clear, actionable solutions, and I am proficient with SAP and Agent Workbench.
I have delivered consistent customer satisfaction in operations roles and have experience training others in MS Office and related tools. I bring strong communication, multilingual abilities, and a focus on timely issue resolution to roles that value process-driven support and measurable service outcomes.
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Work history, roles, and key accomplishments
WNS Global Service Limited
Sep 2018 - Jan 2025 (6 years 4 months)
Resolved customer inquiries across email, webchat, and text channels, handling billing, refunds, tariff explanations, engineer scheduling, and complaint resolution to ensure customer satisfaction.
Q-Connect
Nov 2017 - Feb 2018 (3 months)
Handled outbound calls to explain real estate projects and invited prospects to site visits, supporting lead engagement and customer outreach.
Prem Cable TV Network
May 2016 - May 2017 (1 year)
Managed customer inquiries and complaints regarding network issues, coordinated service requests, and performed basic troubleshooting to restore service.
Zoom Computer and Technologies
Jan 2013 - May 2016 (3 years 4 months)
Taught MS Office, DTP, Advanced Excel, and Basic Tally, developing course materials and practical exercises to build students' computer skills.
Degrees, certifications, and relevant coursework
Bachelor of Science, Chemistry
2004 - 2005
Grade: First Class
Completed second year of Bachelor of Science in Chemistry at V.E.S. College, achieving First Class in the 2004–2005 academic year.
Higher Secondary Certificate (HSC), Higher Secondary Certificate
2002 - 2003
Grade: First Class
Completed Higher Secondary Certificate (HSC) from Maharashtra Board with First Class in the 2002–2003 academic year.
Software and tools used professionally
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