Vaibhav Swamy

Results-driven Customer Service Professional with over 5 years of experience specializing in inbound/outbound operations, escalation management, and customer success. Proven track record of handling complex customer scenarios, managing high call volumes, and maintaining exceptional quality scores while consistently meeting strict SLA and KPI targets. Expert in utilizing CRM systems and executing precise documentation.

Seeking a challenging role in Customer Service, Background Verification, Customer Success, or Operations Support where I can leverage my conflict-resolution and stakeholder management skills to drive service excellence.

Senior Customer Executive - Mphasis - Bangalore, IN

(2026-01 - 2026-07)

• Managed high-volume inbound and outbound customer interactions, ensuring swift, precise, and efficient issue resolution.
• Spearheaded the resolution of critical customer escalations, de-escalating tense scenarios with irate clients using professional, high-empathy conflict-resolution tactics.
• Coordinated closely with cross-functional internal departments to streamline backend workflows and accelerate issue resolution timelines.
• Maintained meticulous, compliant customer records and interaction notes within the enterprise CRM database to support data accuracy and future audit trials.
• Consistently achieved or exceeded core daily and monthly SLA, productivity, and quality assurance benchmarks.

Senior Representative - Concentrix - Bangalore, IN

(2022-06 - 2025-12)

Provided end-to-end customer support for a high-priority customer service process, managing complex queries related to account operations, licensing, billing, and system subscriptions.

• Executed rigorous identity verification and background validation processes to protect data integrity and strictly adhere to client privacy protocols.
• Utilized advanced CRM tools to capture customer interactions, schedule follow-ups, and transition tickets dynamically across escalation tiers.
• Collaborated with technical and operations teams to isolate complex, multi-tiered issues and drive structural process improvements.
• Maintained superior Customer Satisfaction (CSAT) scores by implementing empathetic, active-listening-led communication methodologies.

Customer Delight Executive - Wakefit - Bangalore, IN

(2020-07 - 2022-07)

• Delivered high-quality inbound customer service, guiding patrons through product offerings, custom configurations, and post-sales support pipelines.
• Interfaced consistently with logistics, dispatch, and delivery teams to monitor shipments, resolve transit exceptions, and guarantee smooth delivery operations.
• Established strong rapport and sustained brand affinity through professional telephone etiquette and robust follow-up practices.
• Identified root causes of product and delivery complaints, resolving cases in ways that strengthened customer trust and elevated retention.

Bachelor's Degree - PRIST University

Higher Secondary (PUC) - Jnana Sweekar PU College

SSLC - Sri Jnanakshi Vidyaniketan