Rupali Chawla
CUSTOMERSUPPORTEXECUTIVE–INTERNATIONAL VOICE PROCESS
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About
Customer-focused professional with strong communication skills and experience in handling international voice process interactions. Skilled in resolving customer queries, providing accurate information, and delivering high levels of customer satisfaction. Experienced in understanding customer needs, handling concerns effectively, and driving sales through upselling and cross-selling while maintaining a positive customer experience.
Experience
Advisor- International Voice Process - CogentHub Pvt. Ltd, Gurgaon - Gurgaon
(2025-12 - 2026-09)
- Handled inbound support calls for UK telecom customers in an international voice process.
- Resolved customer issues related to billing, plans, and services while ensuring high satisfaction.
- Worked in the Retention Team, addressing concerns and preventing service cancellations.
- Achieved monthly KPIs including Quality Score, AHT, CSAT, and Sales targets.
- Performed upselling and cross-selling of telecom plans and services.
- Maintained accurate customer records in CRM systems.
Advisor- International Voice Process - Legal Minions Advisory Services Pvt. Ltd
(2024-01 - 2025-11)
- Provided international customer support for clients in the Investment Banking process.
- Handled queries related to accounts, transactions, and financial services.
- Ensured professional communication with global clients while resolving issues.
- Followed strict compliance and data security protocols.
- Maintained accurate customer records in CRM systems.
Education
MBA - Amity University (2029)
B.A. (HONS) ENGLISH - ENGLISH - Delhi University (2025)
CBSE (CLASS XII) - Cambridge Foundation School (2022)
CBSE (CLASS X) - Cambridge Foundation School (2020)
