Dhanalaxmi Swamy

Dedicated senior customer service representative with a strong background in both frontline and supervisory roles. Excel at analysing customer feedback, identifying areas for improvement, and implementing successful process enhancements. Committed to leveraging technology and data-driven insights to drive customer satisfaction and operational efficiency.

Senior Customer Service Representative - Concentrix Daksh Services private limited

(2020-01)

• Worked as an investigation officer for Credit card fraudulent-Axis bank process.
• Worked in Chat support-Axis bank loans department.
• Consistently achieved monthly and quarterly customer service KPIs.

Operational Executive - Intelenet Global Services Pvt Ltd

(2016-05 - 2018-11)

• Worked as a Operational Executive for Flipkart-Chat process.
• Provided high-quality customer service to an average of 60 customers per day, maintaining a 90% first-call resolution rate.
• Consistently met and exceeded monthly KPIs as AHT, CSAT and Quality scores.
• Commended for exceptional problem-solving skills and the ability to handle complex customer inquiries and complaints effectively.

BE - CSE - GNDEC, Bidar (2015)

PUC - SGC College Kalaburgi (2011)

SSLC - HSCB High school (2009)