At Digitide Solutions, I handled international customer queries through voice, chat, and email, following client workflows, policies, and service standards. I managed 30–40 daily interactions and 100+ support tickets, maintaining 95% CSAT.
I achieved 96% SLA adherence by prioritising requests and meeting response and resolution timelines. I also provided first-level assistance, documented troubleshooting steps, and escalated complex cases to relevant teams.
I used Ameyo, Salesforce, and Deskforce for support workflows, along with MS Excel for trackers and daily reporting. I hold a Customer Service Certification and an MBA in Finance from Vaageswari Institute of Management Sciences.
