Customer Service Associate - Voice at Falcon Force Pvt Ltd (2019-02 – 2021-09)
- Maintained client satisfaction with forward-thinking strategies focused on addressing needs and resolving concerns.
- Answered client calls promptly and resolved client issues effectively with First Call Resolution.
- Assisted client with varying questions using product knowledge and service expertise.
- Maintained up-to-date client records in database systems.
- Managed high volume of calls daily (30-40 calls), maintaining composure under pressure.
Customer Service Advisor - Voice at Teleperformance (2021-10 – 2026-03)
- Tracked orders and processed refunds for both new and existing customers.
- Recorded customer communications to maintain proper documentation in client tools.
- Improved customer satisfaction by promptly addressing queries and complaints.
- Answered 40-60 calls approx by maintaining an average handling time (AHT) of 10 minutes and achieving minimum quality scores of 85%.
- Escalate the issues to appropriate team if required.
