Sushma Rai
@sushmarai
I resolve complex billing and account issues while improving customer support quality.
IndiaWhat I'm looking for
I've supported customers at WNS Global Services and TaskUs, resolving billing, payment, refund, subscription, product, and account inquiries across chat and email. I maintain accurate CRM records, manage escalations, and collaborate with cross-functional remote teams to improve customer experiences.
I've achieved a 92% CSAT score, maintained a 95%+ first-contact resolution rate, and improved Direct Debit billing accuracy by 30% through process optimization. I also supported the onboarding and mentoring of five new associates.
Experience
Work history, roles, and key accomplishments
Delivered exceptional customer support across multiple channels, resolving complex billing and account inquiries. Collaborated with cross-functional teams to improve processes and enhance customer experience.
Managed high-volume customer interactions via chat and email, resolving subscription and billing inquiries. Achieved a 92% CSAT score and supported onboarding of new team members.
Education
Degrees, certifications, and relevant coursework
Lady Keane College
High School Diploma, English Literature and Arts
2011 - 2014
Completed high school diploma with a specialization in English literature and arts.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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