Summary

Customer support executive with 3 years across chat, email and voice. 95% CSAT, top-quartile resolution times, and a talent for calming difficult conversations.

Experience

Senior Customer Support ExecutiveJan 2022 – Present
Plumline SaaS · Bengaluru
  • Handled 60+ tickets daily at 95% CSAT and 2-hour first response
  • Wrote 40 knowledge-base articles deflecting ~500 tickets monthly
  • Mentored 5 new agents through onboarding to full ramp
Customer Support AssociateJun 2018 – Dec 2021
QuickServe Telecom · Mumbai
  • Resolved billing and technical queries across voice and chat
  • Maintained AHT under 6 minutes while exceeding quality scores
  • Flagged recurring issues that led to 3 product fixes

Education

Bachelor's Degree2014 – 2018
University of Mumbai · Mumbai

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