@sonalishende
Customer Support Specialist at WNS Global Services who resolved billing disputes and maintained 98%+ SLA adherence.
IndiaAt WNS Global Services, I delivered customer support through live chat and email, handling billing, payment, refund, and subscription inquiries with SAP and Salesforce. I maintained 98%+ SLA adherence across billing dispute resolution and priority email workflows.
I contributed workflow feedback that helped reduce repetitive billing ticket escalations by 15%. I also documented cases and worked with Billing, Finance, Quality Assurance, and support teams on escalations and process improvements.
Work history, roles, and key accomplishments
Delivered omnichannel customer support via live chat and email, managing 60+ daily interactions while maintaining CSAT scores above 92%. Resolved complex billing and payment discrepancies using SAP and Salesforce, and collaborated cross-functionally to improve SOPs.
Degrees, certifications, and relevant coursework
Bachelor of Commerce, Commerce
Bachelor of Commerce (B.Com) from Devi Ahilya Vishwavidyalaya, Indore.
Master of Business Administration, Business Administration
Master of Business Administration (MBA) from Devi Ahilya Vishwavidyalaya, Indore.
Software and tools used professionally
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