Pradnya Shingare
@pradnyashingare
Empathetic customer support specialist with 5+ years’ remote chat/voice experience across global industries.
IndiaWhat I'm looking for
I’m an empathetic, detail-oriented customer support professional with 5+ years of experience across airline, retail, insurance, and healthcare. I focus on active listening, emotional intelligence, and de-escalating sensitive situations so customers feel heard and supported.
As a Senior Chat Advisor for a UK insurance and healthcare process at WNS Global Services, I provide real-time remote chat support for high-stress, emotionally charged interactions. I use CRM systems to manage cases, track resolutions, and ensure accurate handling of complex claims.
Previously, I worked as a Customer Service Associate in retail at EXL Services Ltd., where I handled product inquiries, orders, and returns with a supportive, professional approach. I documented interactions in CRM tools and trained new team members on customer handling and service standards.
I also bring retention and travel-support experience—from preventing cancellations through tailored solutions to calmly resolving booking and disruption escalations. I’m currently upskilling in Intercom and Slack, and I’m seeking remote opportunities in customer support, client experience, and empathy-driven roles.
Experience
Work history, roles, and key accomplishments
Provide real-time chat-based customer support for a UK insurance client, handling sensitive and high-stress situations
Background in healthcare claims processing and insurance support for UK clients — reviewing and approving complex claims accurately
Deliver empathetic, calm, and solution-oriented communication to ensure customers feel heard and supported.
Assisted customers with product inquiries, orders, and returns while maintaining a supportive and professional approach
Applied active listening to understand customer needs and deliver personalized solutions
Resolved concerns with empathy, improving customer satisfaction and experience.
Managed customer retention by analyzing client needs and offering tailored solutions
Used empathetic communication and emotional intelligence to prevent cancellations
Handled high-risk customer interactions and ensured positive outcomes through problem-solving
Assisted customers with bookings, changes, and travel-related concerns in a high-pressure environment
Handled escalations and complaints using calm, empathetic communication and de-escalation techniques
Supported customers during travel disruptions, providing reassurance and timely solutions
Education
Degrees, certifications, and relevant coursework
Savitribai Phule Pune University
BSc. Computer Science , Computer Science
2003 - 2008
Completed graduation from Savitribai Phule Pune University
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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