Shristi Sonker

I’m a results-driven Digital Contact Representative with hands-on experience in customer support across digital channels, focused on accurate policy support and seamless customer experiences. I bring a strong blend of communication, quality assurance, and problem-solving to resolve concerns efficiently while keeping service levels high.

In my current role at Admiral Solutions, I was selected for the pilot batch of the OCEAN (Overcome, Culture, Empower, Action & Next Plan) Development Program. I manage high-volume customer interactions, handle four simultaneous chats while maintaining high service quality, and achieved 100% quality scores in the last quarter through consistent first-contact resolution and customer satisfaction outcomes.

I also support operational improvement by working with the Test & Discovery team—helping test and validate process updates, identifying risks and process gaps, and collaborating cross-functionally to communicate feedback. This contributed to a 95% success rate in update implementation, alongside strong delivery performance such as a monthly sales ratio of 6.

Before this, I worked as a Customer Service Executive at Web help for Adidas, resolving product and service inquiries via chat, email, and WhatsApp, while maintaining chat quality above 3/5. I delivered a 64% FCR (second highest in the team), achieved quality scores of 4+ out of 5, and earned overall revenue of 1500 euros in May through safe payments. Earlier experience in Human Resource Outsourcing included training in payroll, health and welfare, and job data, plus handling client queries and Workday navigation.