Jehan Mody
Mumbai
Summary
Dynamic Senior Support Ambassador at Teleperformance with a proven track record in conflict resolution and customer service excellence. Achieved a 95% QA audit score while leveraging data analysis skills to enhance service quality. Adept at using Microsoft Excel to monitor KPIs and drive improvements in customer satisfaction.
Overview
1
1
Language
3
3
years of post-secondary education
4
4
years of professional experience
Work History
Senior Support Ambassador
Teleperformance
Mumbai
01.2023 - Current
- Partnered with cross-functional departments (logistics, billing, and technical operations) via internal ticketing to expedite resolution for high-priority tickets within SLA.Resolved high-friction customer interactions using active listening and conflict-resolution strategies to restore customer satisfaction
- Handled customer inquiries promptly, providing accurate information and solutions.
- Built customer confidence by actively listening to concerns and giving appropriate feedback.
- Monitored and consistently achieved key individual KPIs—including Throughput, NPS and Reopen%.
- Maintained an average Quality Assurance (QA) audit score of 95%–98%, adhering strictly to compliance policy, data privacy, and documentation guidelines
- Monitored customer feedback to identify areas for service improvement and enhancement.
- Proficient with systems like Genesys and experience with Excel and Google Sheets.
Education
Bachelor of Arts - English Literature
KES B.K. SHROFF COLLEGE
Mumbai , India 06.2023 - 04.2026
Ryan International School
Mumbai , IndiaSkills
- Proficiency with Microsoft Excel and Google Sheets
- Conflict resolution and mediation
- Active listening
Languages
English, Gujarati, Hindi
First Language
Timeline
Bachelor of Arts - English Literature
KES B.K. SHROFF COLLEGE
06.2023 - 04.2026
Senior Support Ambassador
Teleperformance
01.2023 - Current
Ryan International School