Vipin Benjamen
Customer Support Associate (Non-Voice – US Process)
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About
Customer Support Associate with 5+ years of experience handling international (US) and domestic customers across non-voice and voice processes. Track record of delivering high customer satisfaction, resolving queries efficiently, and meeting strict SLA and KPI targets. Skilled in CRM tools, escalation handling, and delivering excellent customer experiences in fast-paced environments.
Experience
Customer Support Associate (Non-Voice – US Process) - Teleperformance (Amazon Process)
(2024-01 - 2025-01)
- Delivered support to 70–90 customers daily via chat and email, maintaining 96%+ CSAT
- Achieved 92% First Contact Resolution (FCR) by effectively resolving order, refund, and account-related issues
- Consistently exceeded quality assurance scores (98%+) while meeting SLA requirements
- Reduced response and resolution time by 25%, improving overall customer experience
- Managed escalations and complex cases, reducing repeat contacts by 20%
Senior Executive In Quality Department - Satin Creditcare Network Limited
(2023-01 - 2023-06)
Education
B.A. - Social science - Pandit Deendayal Upadhyaya Shekhawati University, Sikar (RAJASTHAN) (2020-01 - 2023-01)
