India Vinay

A customer-focused professional responsible for upselling internet, mobile, and cable plans while delivering high-quality support across multiple customer channels. Demonstrated strong process knowledge, efficient issue resolution, and the ability to guide and support team members to maintain service excellence.

My roles and responsibilities were;

1. Assisted customers with order processing, billing inquiries, and service requests while ensuring timely and accurate resolutions.
2. Provided professional support across phone and maintaining high service quality and quick response times.
3. Maintained updated product and process knowledge to address inquiries confidently and accurately.
4. Handled escalated complaints with empathy and delivered effective, customer-centric solutions.
5. Trained and supported new team members on systems, processes, and customer service protocols.
6. Documented customer interactions and maintained accurate account records to support timely follow-ups and case closure.
7. Participated in team meetings, offering feedback and ideas to improve customer satisfaction and service delivery.

Key Achievements in Concentrix:

1. Awarded Best Performer in NPS (Net Promoter Score) — recognized for consistently delivering exceptional customer satisfaction.
2. Featured on the company’s “Key Achievers Wall” for two consecutive months as a top-performing executive.
3. Successfully maintained 55 positive surveys with only one negative survey in an entire month, showcasing excellent customer service quality.
4. Achieved over 4% higher conversion rates consistently each month through effective upselling of internet, cable, and mobile plans.
5. Received multiple performance rewards and recognition for meeting and exceeding monthly targets.

As a Customer Care Executive, I handled customer queries across chat, calls, and email channels, ensuring smooth issue resolution and high customer satisfaction. I leveraged strong communication, quick problem-solving, and product knowledge to deliver consistent, high-quality support while maintaining the company’s service standards.

My roles and responsibilities were:

1. Managed and resolved customer inquiries, complaints, and service-related issues across chat and email channels.
2. Handled a high volume of daily interactions while maintaining strong response times and quality benchmarks.
3. Provided timely and accurate solutions to customer problems to ensure customer satisfaction and retention.
4. Upsold suitable internet, cable, and mobile plans by identifying customer requirements, and recommending the best options.
5. Maintained accurate records of customer interactions and ensured follow-up on pending cases for closure.
6. Provided technical guidance to team members on complex subject matter to ensure understanding and compliance.
7. Coordinated with various teams to gather feedback and drive continuous improvement initiatives.
8. Managed multiple projects simultaneously while adhering to tight deadlines.

My Key Achievements in Teleperformance:

1. Ranked as the No. 1 performer among all employees in the process based on overall customer satisfaction and performance metrics.
2. Achieved an exceptional 7% conversion rate against a target of just 1%, consistently surpassing monthly sales and upselling goals.
3. Delivered an outstanding 92% NPS (Net Promoter Score) while the team target was 60%, demonstrating excellent customer service quality and satisfaction.