Khushi Tilwani

Customer Support Executive with 3.9+ years of experience in handling high-volume international inbound and outbound customer interactions for global clients through Wipro and Tech Mahindra. Proven track record of maintaining high CSAT scores, reducing resolution time, and improving customer retention. Skilled in escalation handling, conflict resolution, and delivering customer-centric solutions.

Customer Support Executive - Wipro

(2024-09 - 2026-07)

• Handled international inbound and outbound voice support for US-based customers, assisting with queries, complaints, and service requests.
• Provided prompt and accurate resolutions while delivering a positive customer experience and maintaining high customer satisfaction.
• Consistently achieved 95%+ Quality Scores and maintained CSAT between 95%–98%.
• Delivered excellent First Call Resolution (FCR) above 98% by effectively resolving customer concerns during the first interaction.
• Maintained an Average Handle Time (AHT) of 3–4 minutes while ensuring service quality and compliance with processes.

Customer Support Executive - Tech Mahindra

(2023-02 - 2024-07)

• Conducted customer satisfaction surveys, analyzed service related complaints, and identified trends to improve overall service.
• Focused on enhancing customer experience by supporting process improvements and contributing insights for better service delivery
• Achieved KPIs including FCR, AHT, and call targets
• Handled customer complaints and ensured timely resolution
• Delivered quick and customer-focused resolutions to improve overall customer experience

Bachelor of Commerce - Isabella Thoburn College, Lucknow (2024)

12th - Modern School (ISC), Lucknow (2021)