Poonam User
@poonamuser2
I am a customer service professional specializing in multi-channel support and issue resolution.
IndiaWhat I'm looking for
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.
Experience
Work history, roles, and key accomplishments
Senior Associate - Ops
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.
Customer Service Associate - Operations
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.
Office Assistant
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.
Computer Faculty
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.
Education
Degrees, certifications, and relevant coursework
VCV.E.S. College of Arts, Science and Commerce
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.
Swami Vivekanand Vidyalaya and Kanishta Mahavidyalaya
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.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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