Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
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JENNIFER ROSLIN P

Chennai

Summary

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.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Customer Experience Specialist

Toast
07.2025 - Current
  • 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

Groupon
12.2024 - 07.2025
  • 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)

Groupon
02.2024 - 11.2024
  • 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)

Groupon
01.2021 - 02.2024
  • 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

Groupon
10.2020 - 01.2021
  • Delivered multi-channel support, maintaining accurate documentation and resolving complex customer issues.

Education

MBA - Human Resource Management

Loyola College
07-2019

Bachelor of Computer Applications (BCA) - undefined

Stella Maris College, Madras University
01.2017

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 - Current

Team Coach – Lead Customer Service Representative

Groupon
12.2024 - 07.2025

AI Integration & Gifting Project Lead (Individual Contributor)

Groupon
02.2024 - 11.2024

Senior Customer Support Agent / Subject Matter Expert (SME)

Groupon
01.2021 - 02.2024

Customer Service Representative

Groupon
10.2020 - 01.2021

Bachelor of Computer Applications (BCA) - undefined

Stella Maris College, Madras University

MBA - Human Resource Management

Loyola College
JENNIFER ROSLIN P