I am looking for remote WFH roles in Customer relationship management/ Escalations management
PB
Looking for a job
Prabha Balasubramanian
@prabhabalasubramania
Customer Solutions Supervisor at Concentrix India, leading 16 specialists and improving customer service through escalation insights.
IndiaWhat I'm looking for
At Concentrix India, I lead a team of 16 specialists, handle high-priority technical and payment escalations, and champion service improvements based on customer communication trends.
At PayPal India, I managed a team of 16 specialists and used customer feedback to identify service gaps and streamline support. I also partnered with internal teams to share customer insights and improve the customer journey.
At JP Morgan Chase, Bangalore, I used data analysis to identify trends and mitigate risk, while mentoring and coaching 20 Senior Fraud Specialists. Earlier, I supported account opening for HSBC UK clients and managed relationships for 1,000+ corporate accounts at Dell India and Dell International Services.
Experience
Work history, roles, and key accomplishments
CI
Customer Solutions Supervisor
Concentrix India
May 2026 - Oct 2026 (5 months)
Led a team of 16 specialists in a fast-paced customer service environment, ensuring service metrics and SLAs were consistently achieved. Handled high-priority escalations and championed service improvements.
Managed a team of 16 specialists while maintaining service quality, productivity, and SLA performance in a high-volume customer environment. Led complex escalations and used customer feedback to improve support practices.
Served as a strategic account lead for internal business partners, balancing risk controls with a smooth customer experience. Mentored a team of 20 Senior Fraud Specialists and used data analysis to mitigate risk.
HS
Managed international remote account-opening services for HSBC UK, providing high-touch support to high-net-worth clients. Guided clients through onboarding and documentation while maintaining accuracy and service quality.
DS
Sales and Customer Care Analyst
Jun 2008 - Feb 2013 (4 years 8 months)
Managed relationships for 1,000+ corporate accounts across India, Australia, and New Zealand, including government and educational institutions. Executed retention strategies and consistently achieved strong customer experience survey results.
Education
Degrees, certifications, and relevant coursework
PG
PGDHRM
PGDHRM, Human Resource Management
Post Graduate Diploma in Human Resource Management.
BC
B.COM
Bachelor of Commerce, Commerce
Bachelor of Commerce degree.
Tech stack
Software and tools used professionally
Availability
Looking for a job
Location
IndiaAuthorized to work in
Salary expectations
910k-1400k INR
Job categories
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