Ankita Kiro
Support Professional
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About
Support Professional with 2.3+ years of experience in international BPO and customer service environments, including TaskUs and Concentrix. Experienced in delivering end-to-end support to customers and merchants across B2B and retail business operations. Skilled in customer relationship management, issue resolution, account management, complaint handling, sales support, and process improvement while consistently achieving quality and performance KPIs.
Experience
Support Advisor at TASKUS (2025-03 – 2026)
Provide end-to-end support to merchants operating online and reatils bussiness assisting with account management, operational queries, and platform-related concerns.
- Manage 30+ merchant interactions daily through multiple support channels while maintaining high customer satisfaction scores.
- Resolve complex merchant issues and escalations within defined SLAs, improving operational efficiency and client experience.
- Collaborate with cross-functional teams to investigate and resolve business-critical concerns, ensuring timely issue resolved.
- Deliver consultative support to merchants, helping optimize platform usage and improve overall business performance.
Customer Service Executive / Customer Operations Representative at CONCENTRIX (Formerly Convergys India Services Pvt. Ltd.) (2023-08 – 2025-02)
- Managed 60+ customer interactions daily through live chat support, ensuring timely resolution of inquiries, complaints, billing concerns, and account-related issues.
- Delivered exceptional customer service by resolving complex product, service, and order-related concerns while consistently achieving quality and productivity targets.
- Maintained high first-contact resolution rates, reducing escalations and improving customer satisfaction and retention.
- Identified customer needs and successfully promoted relevant product and services, contributing to sales and revenue objectives.
- Participated in continuous training programs and process improvement initiatives to enhance service quality and operational efficiency.
Education
Master of Arts in English – Indira Gandhi National Open University (IGNOU) (2024)
Bachelor of Arts – University of Delhi (2023)
– Bhagini Nivedita College
