Process associates at FIS Global Business Solutions India Pvt. Ltd. (2022-06 – 2023-07)
- Handled customer inquiries through various channels, including live chat, phone, and email, ensuring prompt and effective responses.
- Collaborated with team members to identify trends in customer issues and developed solutions to improve service quality.
- Utilized CRM software to document interactions and manage customer accounts, maintaining accurate and detailed records.
- Achieved a monthly customer satisfaction score of 90% by focusing on empathetic communication and proactive problem-solving.
- Provided real-time support to customers via chat, resolving inquiries and technical issues with a 98 % satisfaction rating.
- Developed and maintained knowledge base articles to enhance support efficiency, reducing average response time.
- Collaborated with team members to identify common customer issues and implemented solutions, improving overall service quality.
- Trained new hires on chat protocols and customer engagement strategies.
Process associates at Teleperformance (2023-07 – 2024-11)
