Carmel Fradrick
Mumbai
Summary
Diversified Customer Support Specialist and Communication Coach with a documented history of exceeding customer and patron expectations. Calm and composed in stressful situations, with a successful record of reducing customer dissatisfaction through acknowledgment, decisive communication, and focused solutions. Expert at identifying win-win solutions.
Overview
8
8
years of professional experience
Work History
Voice-Coach
Teleperformance
09.2024 - Current
- Perform daily audits in terms of communication, and initiate personalized feedback.
- Perform pre- and post-assessments to gauge efficacy.
- Conduct classroom interventions for B.Q.
- Assist process leaders and clients to identify pain points, and sketch out a plan for the mitigation of affirmed bottlenecks.
- Ensure compliance isn't breached, and representatives followed SOP.
- Draft up changes in the calling script where deemed necessary.
- Extend support across different processes and lines of business.
Tier 2 CSA - Verizon
Accenture
01.2024 - 07.2025
- Handling escalation over the phone for 5G products.
- Performing virtual and assistive maintenance for Verizon devices and services.
- Supporting role as a SME for product updates and escalation.
Phone Banker Cross Skilled - JP Morgan Chase
Concentrix
05.2022 - 11.2023
- Handling and resolving customer complaints/queries over the call
- Providing customers with relevant product and service information
- Supporting role as a SME for Product updates and Escalation.
- Trained new employees on best practices for providing excellent customer service over the phone.
Phone Banker - JP Morgan Chase
Concentrix
02.2021 - 01.2022
- Resolved problems or discrepancies concerning customers' accounts.
- Identified transaction errors when debits and credits did not balance.
- Researched and resolved complex customer inquiries regarding loans, credit and consumer accounts.
- Empowered customers with knowledge to independently navigate bank systems and online tools to get common answers and process basic transactions.
Associate Account Management - Netflix
Sutherland
10.2019 - 11.2020
- Deliver pre-sales and post-sales activities, such as providing product information and answering product questions and inquiries.
- Ensure the satisfactory implementation, installation, and utilization of a product or service.
- Develop customer centric solutions.
Quality Analyst - First Payments
More Biz Solutions
01.2019 - 09.2019
- Training and development
- Quality Check and Internal Audit
- Resolve issues and express ingenuity as required
- Identify and suggest changes to predetermined quality guidelines and policies.
Customer Service Representative - First Payments
More Biz Solutions
07.2017 - 06.2019
- Establish communication protocols with UK clients.
- Providing resolutions and support over the call.
- Lead generation.
Education
Diploma in Computer Engineering -
Pillai Polytechnic
Mumbai05-2017
Skills
- MS Office
- Quality assurance
- Performance evaluation
- Process improvement
- Script development
- Classroom intervention
Timeline
Voice-Coach
Teleperformance
09.2024 - Current
Tier 2 CSA - Verizon
Accenture
01.2024 - 07.2025
Phone Banker Cross Skilled - JP Morgan Chase
Concentrix
05.2022 - 11.2023
Phone Banker - JP Morgan Chase
Concentrix
02.2021 - 01.2022
Associate Account Management - Netflix
Sutherland
10.2019 - 11.2020
Quality Analyst - First Payments
More Biz Solutions
01.2019 - 09.2019
Customer Service Representative - First Payments
More Biz Solutions
07.2017 - 06.2019
Diploma in Computer Engineering -
Pillai Polytechnic