Pooja Tandel

Non-Voice Customer Support professional with 4+ years of experience in email support, Salesforce CRM case management, escalation handling, and cross-functional coordination. Proven ability to meet and exceed quality, TAT, and SLA benchmarks in high-volume BPO environments. Skilled written communicator with a strong command of English grammar and tone, and expertise in Axis Bank credit cards, UPS Canada logistics, and Flipkart onboarding support.

Customer Experience Associate II - Conduent Business Services India LLP

(2025-04 - 2026-06)

• Delivered non-voice email support for UPS Canada customers covering shipment tracking, customs clearance, import/export, and brokerage inquiries across a queue of 80–100 cases/day.
• Managed end-to-end case lifecycle in Salesforce CRM — creation, updates, documentation, and closure — maintaining 98%+ accuracy on written records and audit trails.
• Drafted and reviewed customer-facing and internal email correspondence, ensuring tone, format, and grammar compliance with quality guidelines.
• Resolved billing, account, and delivery disputes with a consistent first-contact resolution rate; escalated complex cases cross-functionally via Outlook and Salesforce.
• Consistently achieved 100% SLA adherence and quality scores above team average across all measured cycles.

Senior Representative - Concentrix Daksh Services India Pvt. Ltd.

(2023-03 - 2025-02)

• Investigated and resolved Axis Bank credit card inquiries and complaints through Salesforce CRM, email, and chat channels — handling 70+ cases daily via written correspondence.
• Maintained detailed written case documentation in Salesforce, tracking each complaint end-to-end with accurate status updates and resolution notes.
• Handled account, transaction, and billing email correspondence with a strong focus on clarity and regulatory accuracy.
• Led escalation handling and cross-functional coordination, reducing average escalation resolution time by coordinating directly with internal stakeholders.
• Recognized for consistent performance in quality audits and customer satisfaction scores throughout tenure.

Process Executive - Teleperformance Global Services Pvt. Ltd.

(2021-09 - 2023-01)

• Handled customer queries for Flipkart Axis Bank Credit Cards via email and E-Connect portal, resolving cases entirely through written correspondence.
• Guided customers through the credit card application and onboarding process, ensuring accurate written communication at every stage.
• Identified root causes and provided well-documented, timely solutions while maintaining quality, TAT, and SLA benchmarks.
• Contributed to improving first-response quality scores by consistently adhering to standard email templates and tone guidelines.

Bachelor of Commerce - SDM Degree College, Honnavar (2017 - 2020)

PUC – Commerce - SDM PU College, Honnavar (2015 - 2017)

SSLC - St. Thomas High School, Honnavar (2015 - 2015)