Vivek User
@vivekuser16
Customer service expert at Teleperformance handling US banking escalations and providing SME support across the team.
IndiaWhat I'm looking for
At Teleperformance, I handle customer escalation inquiries by phone and email, and provide SME support on process questions and issue resolution. I also handle fraud escalations and disputes for US banking customers, working toward closure within SLA timelines.
At FIS Global Business Solution, I supported customers with US banking inquiries, account issues, transactions, and complaints through calls, email, and chat. Earlier, at Teleperformance Mohali, I assisted customers and delivery agents on a food delivery platform while maintaining SLAs and KPIs.
I’ve supported team performance through floor support, mentoring, and training, and have acted as a team leader for a team of 10. I’m seeking to transition into an SME or Team Leader role.
Experience
Work history, roles, and key accomplishments
Operation Expert
Teleperformance
Jun 2023 - Jul 2026 (3 years 1 month)
Handling customer escalation inquiries through phone and email, acting as SME for the whole team, providing real-time support on process queries and issue resolution. Handling customer escalations and critical cases, ensuring closure within SLA timelines, and handling fraud escalations and disputes for US banking customers.
Team Member V3
FIS Global Business Solution
Jan 2022 - Jan 2023 (1 year)
Experienced Customer Service Associate with knowledge of US banking processes and customer support operations. Skilled in handling customer inquiries, account-related issues, transaction support, and complaint resolution through calls, email, and chat.
Customer Care Executive
Teleperformance Mohali
Jan 2020 - Jan 2022 (2 years)
Handled customer inquiries through phone, email, and chat, and helped customers and delivery agents on a food delivery platform. Maintained SLA and all KPIs associated with this job role.
Education
Degrees, certifications, and relevant coursework
Central University of Himachal Pradesh
Master of Business Administration, Business Administration
2016 - 2018
Grade: 7.45 GPA
MBA graduate with a 7.45 GPA. Knowledgeable in customer relationship management, business operations, and client handling.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
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