Mayur Wankhade

Results-driven Customer Service Associate with 2+ years of hands-on remote experience in high-velocity, cross-functional environments. Expert in delivering "unreasonably fast" and empathetic support across chat, voice, and email using Zendesk and Salesforce. Proven track record of upholding uncomfortably high standards, maintaining a 95%+ CSAT score while resolving complex platform, inventory, and fintech payment issues for international stakeholders.

Operations Executive (Chat & Voice Support) - STARTEK - Mumbai, India

(2025-09 - 2026-02)

Contractual role delivering fast, empathetic customer support and managing complex cases.

• Deliver fast, empathetic chat and voice support to customers, resolving 100+ order tracking, delivery, and product issues daily.
• Navigate Zendesk and Salesforce to investigate cases, update form fields, and maintain accurate internal case management documentation.
• Apply sound judgment and critical thinking to troubleshoot complex product defects, adapting workflows to meet high standards.
• Personalize communication using macros while addressing workers by name, achieving a consistent 95% CSAT score.

Customer Support Specialist (Omnichannel) - TTEC - Mumbai, India

(2024-09 - 2025-05)

Managed high-volume omnichannel support with specialization in FinTech and payment processing.

• Managed high-volume chat, voice, and email contacts for US-based and international clients, resolving 100+ hotel reservation interactions daily.
• Specialized in FinTech support for Super.com Credit Cards and digital wallets, maintaining 99% accuracy while processing customer refunds and payment reversals weekly.
• Monitored ticket trends and collaborated across multiple internal teams to research, track, and resolve escalated customer platform issues.
• Reduced Average Handling Time (AHT) by 25% by proactively identifying process gaps and proposing workflow shortcuts.

Customer Service Representative (Remote) - DREAMPORT - Remote

(2024-02 - 2024-08)

Contractual remote position in startup environment with focus on customer onboarding and documentation.

• Acted as a proactive problem-solver in a startup environment, managing 100+ daily interactions via chat and email systems as per strict SOPs.
• Supported customer onboarding by guiding users through platform workflows, achieving a 95% satisfactory CSAT rate through timely responses.
• Authored internal guides to standardize team responses and improve quality across a distributed remote team, cutting repeat inquiries by 15%.

Customer Service Associate (Remote) - AMAZON - Remote

(2023-09 - 2024-02)

Contractual remote position resolving high-volume customer issues with focus on inventory management and cross-functional coordination.

• Resolved high-volume account, product, and order issues while exercising sound judgment under pressure to meet strict TAT metrics.
• Demonstrated ownership by checking real-time inventory management, assigning cases, and raising high-priority tickets to resolve user concerns.
• Coordinated cross-functionally with multiple teams following established SOPs to achieve a peak 97% CSAT score.

Bachelor of Technology - Dr. Babasaheb Ambedkar Technological University (2015) Maharashtra