Neha Begum

Dedicated and customer-focused professional with 1 year of experience in providing exceptional support and resolving customer inquiries efficiently. Skilled in handling complaints, troubleshooting issues, and delivering solutions to enhance customer satisfaction. Strong communication, problem-solving, and multitasking abilities with expertise in CRM software and support tools. Adept at maintaining a positive customer experience and fostering brand loyalty.

Customer Support Associate - TECH MAHINDRA

(2024-06)

• Assisted customers via phone, email, and chat, resolving inquiries efficiently to enhance satisfaction.
• Provided troubleshooting support for product/service issues and guided customers through solutions.
• Managed and updated customer records using CRM software, ensuring accurate documentation.
• Handled complaints professionally, escalating complex issues when necessary.
• Maintained a high level of product knowledge to provide accurate and timely assistance.
• Processed refunds, replacements, and order modifications as per company policies.
• Collaborated with internal teams to improve support processes and customer experience.
• Met or exceeded key performance metrics, including response time and resolution rate.

Operations Management/ Escalation team - TELEPERFORMANCE

• Managed and resolved high-priority escalations ensuring minimal business impact and maximum customer satisfaction.
• Acted as a single point of contact for cross-functional escalation cases between customers, support teams, and management.
• Analyzed root causes of recurring escalations and implemented corrective measures to improve process efficiency.
• Handled critical client communications with professionalism and empathy to retain customer trust and satisfaction.
• Prepared daily/weekly reports to track escalation trends, resolution time, and process effectiveness.
• Collaborated with quality and operations teams to identify performance gaps and drive continuous improvement initiatives.
• Mentored junior staff on escalation protocols, communication etiquette, and problem-solving strategies.
• Developed and optimized escalation workflows to enhance response time and accountability.
• Facilitated cross-departmental collaboration for faster root-cause analysis and resolution of recurring operational challenges.

Bachelor's Degree - Commerce - Mother's degree college for women (2022)