Sameksha Sankpal
International Customer Support Associate
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About
Results-driven customer service professional with experience in international voice and chat processes across mortgage servicing and travel support domains. Skilled in customer query resolution, stakeholder coordination, compliance adherence, and maintaining high service standards in fast-paced environments. Experienced in handling sensitive customer information, resolving escalations, ensuring operational accuracy, and delivering exceptional client experiences across B2B and B2C interactions.
Strong communicator with proven ability to collaborate across teams, manage customer relationships, and support business operations efficiently.
Experience
Customer Support Executive | International Voice Process (US Mortgage) - MPHASIS - Pune, India
(2025-01 - 2026-02)
- Managed customer and insurance-related queries for US mortgage accounts through international voice support.
- Coordinated with insurance providers, internal operations teams, and stakeholders to ensure timely policy updates and issue resolution.
- Processed renewals, endorsements, and cancellation requests while maintaining high accuracy and compliance standards.
- Handled sensitive financial and customer information in line with regulatory guidelines and company policies.
- Delivered customer-centric resolutions by identifying issues, assessing available options, and ensuring timely follow-up.
- Collaborated with cross-functional teams to ensure SLA adherence and seamless customer experience.
Representative | International Chat Process - CONCENTRIX
(2024-03 - 2024-08)
- Provided real-time support to international customers regarding hotel bookings, payments, cancellations, and reservation modifications.
- Managed customer concerns related to refunds, delayed confirmations, and booking discrepancies with empathy and professionalism.
- Maintained detailed customer interaction records and ensured process compliance during all transactions.
- Delivered personalized customer interactions through chat support while ensuring quick and accurate query resolution.
- Maintained accurate records of customer interactions and booking updates.
- Consistently demonstrated strong communication skills, attention to detail, and customer-focused problem-solving.
Education
Master's - Microbiology - MODERN COLLEGE (2020 - 2022)
Bachelor's - Microbiology - FERGUSSON COLLEGE (2017 - 2020)
