Customer Care Executive - Sutherland Global
(2022-06 - 2023-09)
Process Name: SAS Airlines Process
- Handled a dedicated email process, investigating cases via Salesforce.
- Resolved passenger queries related to delayed or canceled flights and provided compensation as necessary.
- Handling and resolving baggage and luggage issues.
Customer Success Associate - Hexaware Technologies
(2023-10)
Process Name: Nexus Spark
- Managing escalation tickets for clients- Liita, Indy and Zoosk while ensuring timely resolution & maintaining customer satisfaction.
- Handling payment & refund cases including chargebacks ensuring fair & efficient resolution while upholding company policies.
- Managing trust & safety guideline implementing protocols to maintain a secure environment for our users.
- Administrating fraud tools.
- Responding to user reviews on App store, Play store, Consumer forum & TrustPilot addressing feedback/concern to enhance user experience.
- Preparing monthly categorization reports, providing insights & analysis to support strategic decision-making & improve operational efficiency.
