JENNIFER ROSLIN P
Toast
Chennai
5
years of professional experience
1
Certification
Customer Experience Operations Leader with 4+ years in BPO/ITES, skilled in CX delivery, escalation management, process improvement, and AI-driven analytics. Proven record of boosting CSAT, QA, and productivity through workflow optimization and cross-functional collaboration. Proficient in Salesforce, SaltedCX, Zingtree, Quicktext, Cyclops, and Asana. Seeking a Team Lead or Manager role to drive strategic CX and operational excellence.
Work History
Senior Customer Experience Specialist
1 Year 3 Months- Managed high-volume omni-channel support (chat, casework)
- Delivered clear, concise technical communication, improving first-contact resolution.
- Directed escalations and incident response to meet SLAs and Toast standards.
- Mentored team members and led weekly product-knowledge training.
- Collaborated with Product and Engineering to reduce recurring issues and enhance CX.
Team Coach – Lead Customer Service Representative
7 Months- Managed high-priority escalations, including BBB, FTC, and high-risk cases, ensuring accurate documentation and timely resolution while maintaining a customer-first approach.
- Conducted trend analysis, root-cause investigations, and KPI monitoring (CSAT, QA, resolution time) to identify process gaps and implement actionable improvements.
- Built and maintained Salesforce dashboards and SaltedCX reports to track performance metrics and provide data-driven insights for leadership.
- Delivered targeted coaching on mishandled tickets and implemented performance improvement initiatives, driving measurable enhancements in agent efficiency and customer satisfaction.
- Oversaw daily CX operations, including team schedules, meetings, onboarding, and continuous agent training programs.
- Partnered cross-functionally with Product, Engineering, Merchant Operations, and Sales teams to identify system-level gaps, implement scalable workflow automation, and embed CX strategies into broader organizational goals.
- Managed CX projects and initiatives using Asana, tracking milestones, dependencies, and timelines to ensure successful delivery and operational excellence.
AI Integration & Gifting Project Lead (Individual Contributor)
9 Months- Built custom SaltedCX modules and automated analytics searches to extract high-impact engagement data for trend analysis and operational improvement.
- Developed interactive dashboards to support leadership decision-making and improve agent efficiency.
- Led a company-wide gifting initiative, achieving a +17.6% CSAT uplift and streamlining self-service workflows to reduce refund-related contacts by ~38% and handling time by ~27%.
- Delivered training to 368+ agents, achieving 90%+ assessment success, and launched the Gifting Ambassadors Club to foster peer learning.
- Proposed and implemented multiple process enhancements to improve first-contact resolution and overall customer satisfaction.
Senior Customer Support Agent / Subject Matter Expert (SME)
3 Years 1 Month- Managed supervisor-level escalations, providing timely solutions and positive customer outcomes.
- Mentored new hires and tenured team members on CX tools, policies, and best practices.
- Provided real-time floor support, monitored KPIs, and communicated trends to leadership to improve team performance.
- Acted as Team Lead proxy, managing daily operations, team huddles, and project updates.
Customer Service Representative
3 Months- Delivered multi-channel support, maintaining accurate documentation and resolving complex customer issues.
Education
MBA - Human Resource Management
Bachelor of Computer Applications (BCA)
Skills
CX & Operational Excellence
Escalation & Crisis Handling
Process Improvement & SOP Creation
KPI Monitoring & Customer Journey Mapping
Policy Writing
Project Management & Collaboration
Project Planning & Execution
Cross-Functional Stakeholder Engagement
Team Coaching & Mentoring
Training & Enablement
Asana
Analytics & Reporting
Salesforce Dashboards • SaltedCX • Cyclops • Zingtree
Root Cause & Trend Analysis
CRM & Customer Success
Salesforce CRM • Intercom
Customer Retention Strategies
Complaint Resolution & De-escalation Techniques
Collaboration & Productivity Tools
Google Workspace • Microsoft Office • Advanced Excel
Accomplishments
- Certified Groupon Facilitator; designed and delivered team training programs.
- Owner of Gifting Project.
- “Best Customer Service Employee of the Year – 2022” (CEO recognition).
Certification
- Gifting Project Lead & Training Facilitator – Groupon (2024)
- SaltedCX Module Creator – AI Workflow & Insight Building
- Certified Groupon Facilitator Training Programme
Languages
Languages: English, Tamil, Malay
Timeline
Senior Customer Experience Specialist
Toast
07.2025 - CurrentRead More
Team Coach – Lead Customer Service Representative
Groupon
12.2024 - 07.2025Read More
AI Integration & Gifting Project Lead (Individual Contributor)
Groupon
02.2024 - 11.2024Read More
Senior Customer Support Agent / Subject Matter Expert (SME)
Groupon
01.2021 - 02.2024Read More
Customer Service Representative
Groupon
10.2020 - 01.2021Read More
Stella Maris College, Madras University
Bachelor of Computer Applications (BCA)
Read More
Loyola College
MBA from Human Resource Management
Read More