Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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SHIKHA PANDEY

Indore

Summary

Results-driven Senior Customer Support Specialist with a proven track record in enhancing customer satisfaction and managing high-pressure situations. Expertise in communication, problem-solving, and process improvement.

Overview

5
5
years of professional experience

Work History

Senior Customer Support Specialist

Infosys Ltd
Indore
07.2022 - Current
  • Working with a leading telecom company in India.
  • Provided real-time chat and email support to customers, ensuring accurate and timely query resolution.
  • Resolved customer issues related to product/service usage, billing, and troubleshooting.
  • Handled high-pressure situations while maintaining professionalism and customer satisfaction.
  • Consistently achieved high customer satisfaction (CSAT) scores by focusing on empathetic communication and clear solutions.
  • Documented customer queries, feedback, and resolutions for process improvement.

Customer Support Specialist

Infosys Ltd
01.2021 - 06.2022
  • Responded to customer inquiries via chat, email, and support tickets within defined SLAs .
  • Assisted customers in navigating processes, resolving technical or basic queries, and guiding them through troubleshooting steps.
  • Maintained accurate records of customer interactions to ensure smooth query follow-ups.
  • Collaborated with support teams to escalate complex issues when required, ensuring timely closure.
  • Received structured training in customer service etiquette, structured query handling, and communication best practices.

Education

Bachelor of Engineering - Electronics & Communication

Jabalpur Engineering College
Jabalpur, M.P
01.2020

Diploma - Electronics & Telecommunication

Govt. Women's Polytechnic college
Gwalior, M.P
01.2016

Skills

  • Strong communication
  • Collaboration
  • Team management
  • Leadership
  • Problem-solving
  • Analytical thinking
  • Organized
  • Detail-oriented
  • Adaptive

Personal Information

Date of Birth: 05/15/99

Timeline

Senior Customer Support Specialist

Infosys Ltd
07.2022 - Current

Customer Support Specialist

Infosys Ltd
01.2021 - 06.2022

Bachelor of Engineering - Electronics & Communication

Jabalpur Engineering College

Diploma - Electronics & Telecommunication

Govt. Women's Polytechnic college

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SHIKHA PANDEY