CHANDANA B C

- Worked as a Core Customer Service Senior. Associate in addressing the UK, ROI, ZAF, and other countries, including Spain, Poland, Dubai, India, etc. Mainly via call or chat, we address their inquiries and concerns by offering clear explanations and guidance.

- Perform root cause analysis on issues, and suggest appropriate corrective action for current remediation, and future controls.

- Assisting customers with questions related to products, payment matters, or website guidance. Also, understand their options and navigate them with a unique approach, collaborating with the vendors to resolve any discrepancies or issues.

- Integrity and discretion in dealing with sensitive information, and ensuring data privacy at all times, while modifying their personal information.

- Furthermore, I was part of the pilot batch for Canada, managing the back-office tasks via a ticketing tool. I maintained responsibility for all inquiries, concerns, and complaints, resolving matters effectively and to the satisfaction of customers.

- Provide end-to-end solutions for customers via live call, chat, and email.

- Aligned with the customer support vertical to help in managing and resolving customer queries, handling escalations, and addressing complaints from dissatisfied customers by providing the best resolutions.

- Ensured work was carried out in accordance with applicable SLAs and work practices, without any fatalities or escalations.

- Accountable for high quality and on-time delivery for assigned deliverables, providing regular updates on metrics reports to reduce AHT.

- Additionally, I performed the role of SME by providing performance knowledge to peers, and helping to address process gaps.