Monica Lalwani

Results-driven Customer Service Representative and Technical Support professional with 5+ years of experience in inbound customer support, multichannel communication (phone, email, chat), customer retention, and escalation resolution. Proven expertise in troubleshooting customer issues, managing high-volume interactions, improving first-contact resolution, and maintaining 95–100% CSAT. Skilled in CRM systems, process documentation, SLA compliance, and delivering prompt technical assistance while supporting customer satisfaction and operational excellence in remote environments.

Customer Experience Specialist at ApnaMart (2024-12 – Present)

• Provide prompt customer support across phone, chat, and email channels, managing 100+ daily interactions while maintaining 95–100% CSAT.
• Troubleshoot customer issues efficiently, ensuring timely resolution and strong customer retention.
• Document customer interactions, complaints, and resolutions accurately within CRM systems.
• Handle escalated service concerns professionally, minimizing churn and protecting brand loyalty.
• Collaborate with logistics and operations teams to improve service delivery and turnaround times.
• Support continuous process improvement initiatives to enhance customer experience.

Business Development Manager at Lizard Tech Marketing Solutions (2024-02 – 2024-12)

• Managed client communications and service inquiries, improving repeat business and retention.
• Delivered proactive customer support and follow-up services to strengthen customer relationships.
• Maintained detailed records of customer interactions and account progress.
• Assisted clients with service-related problem-solving while ensuring satisfaction and timely responses.

Customer Service Representative / Team Lead at Gamaxine Technology (2021-01 – 2023-12)

• Delivered inbound customer support for 80–100 daily customer inquiries via phone, email, and chat.
• Resolved technical and service-related issues through effective troubleshooting and communication.
• Led a team of 6 representatives, improving team productivity by 15%.
• Trained new hires on CRM systems, troubleshooting methods, and customer service protocols.
• Managed escalations, ensuring customer satisfaction and compliance with service standards.
• Contributed to knowledge base development by improving workflows and best practices.

MBA – NMIMS University (2022-01 – 2024-12)

BBA – PMB Gujarati Commerce College (2019-01 – 2022-12)