Sunaina Chaurasiya

Customer-focused and result-oriented professional with over 6.5 years of experience in customer service, team management, and client coordination. Proven ability to manage customer relationships, resolve complex queries, and lead teams to achieve organizational goals. Skilled in CRM platforms, including Salesforce and Seraphic, with a strong understanding of customer lifecycle management, ticket handling, and escalation processes.

Adept at working in fast-paced environments while maintaining high service standards and customer satisfaction.

Senior Customer Support Representative (Agoda Process) - Concentrix

(2025-05 - 2026-07)

• Handle high-volume inbound and outbound customer interactions across multiple channels (calls, email and chat).
• Ensure timely resolution of customer queries with a focus on quality and satisfaction.
• Maintain accurate records of customer interactions using CRM systems (Seraphic 83).
• Coordinate with internal teams to resolve escalations and complex issues.
• Monitor service levels and ensure adherence to company standards and KPIs.

Team Leader - Luxury Personified LLP

(2024-04 - 2025-04)

• Led a team of customer support executives and ensured performance targets were achieved.
• Managed RMA processes, customer complaints, and operational workflows.
• Prepared reports on team performance and customer service metrics.
• Collaborated with management and marketing teams for process improvements.
• Provided training and guidance to team members for skill enhancement.

Customer Support Executive - Luxury Personified LLP

(2021-02 - 2024-03)

• Handled customer queries via phone, email, and chat with a focus on quick resolution.
• Managed client accounts and maintained detailed service records.
• Worked with premium brands such as Hurom, Marshall, Sonos and GoPro to ensure service excellence.
• Escalated unresolved issues to higher management while maintaining professionalism.
• Assisted in improving customer satisfaction through proactive support.

Customer Support Executive (Amex Credit Card Process) - Teleperformance India Pvt. Ltd.

(2019-11 - 2021-01)

• Managed inbound and outbound calls for customer service processes.
• Resolved customer issues efficiently while maintaining quality benchmarks.
• Updated and maintained customer databases accurately.
• Worked closely with team members to improve service delivery standards.

B.Sc. - Life Sciences - Delhi University (Swami Shraddhanand College)

12th (CBSE)

10th (CBSE)