Roopali Rampal

Highly accomplished and customer-focused professional with over 5 years of experience in customer support and technical resolution. Proven ability to deliver exceptional service across diverse communication channels (phone, email, live chat), consistently achieving high customer satisfaction. Adept at troubleshooting complex issues, managing ticket lifecycles, and leveraging CRM tools like Zendesk and Avaya to optimize support operations.

Recognized for outstanding contributions, including multiple performance awards and successful team mentorship.

Customer Support Advisor II at Convergys/Concentrix (2022-01 – 2025-04)

Client: Logitech - B2C Process

• Provided prompt, accurate, and empathetic customer support, resolving a wide range of client issues via phone, email, and live chat.
• Consistently delivered high-quality service by actively listening to customer concerns and resolving issues efficiently, maintaining a positive and empathetic attitude.
• Provided timely resolution for product-related issues and skillfully escalated complex problems to appropriate teams when necessary.
• Maintained detailed and accurate records of all customer interactions using CRM tools like Zendesk.
• Collaborated effectively with cross-functional teams to identify and implement improvements in support workflows, significantly enhancing overall customer satisfaction.
• Consistently met or exceeded key performance indicators (KPIs) including first response time, customer satisfaction ratings, and resolution time.

Customer Support Executive at Mphasis-Crown Solutions / Mphasis (2013-01 – 2015-12)

Hewlett Packard (HP) Contract with Mphasis-Crown Solutions: 2013-2014 Permanent with Mphasis: 2014-2015

• Delivery Control Team (DCT): Monitored and managed enterprise customer events, ensuring timely completion and complete customer satisfaction.
• Took full ownership of issues from initial contact to final resolution, ensuring comprehensive problem-solving.
• Alerted Technical Resolution Agents for timely follow-ups and escalated delays to respective managers to maintain service level agreements.
• Prioritized and escalated tickets based on urgency, collaborating directly with internal HPE Engineers to provide swift resolutions.
• Maintained direct communication with customers via Avaya phone and email, ensuring clear and effective information exchange.
• Monitored all logged customer tickets, consistently resolving them in the shortest possible time.
• Created and assigned new tickets to technical solution agents for further in-depth troubleshooting.
• Conducted Total Customer Ownership (TCO) calls and surveys to confirm job completion and ensure enterprise customer satisfaction with HPE services.
• Contributed to process improvements within the team, enhancing overall operational efficiency.
• Successfully mentored and onboarded new team members, providing guidance on applications and established processes to ensure quick integration and productivity.

Undergraduate 10+2 – Adarsha Vidyalaya (2005)