Lalit Upreti
Working
Summary
I'm a customer support specialist with over 2 years of experience in voice and email support across major e-commerce platforms like Walmart , Myntra , and Flipkart . Known for my ability to resolve issues quickly and keep customers satisfied, I consistently exceed CSAT targets. I have a strong background in BPO operations , including inbound and outbound calls , and am passionate about providing excellent service. I'm now seeking new opportunities to leverage my skills and contribute to a growing company in the customer support or e-commerce field.
Overview
3
3
years of professional experience
2
2
Languages
Work History
Seller Support Executive
Walmart
Remote
07.2024 - Current
- Provide phone and email support to sellers on the Walmart Marketplace , addressing issues such as product listings , order management , and pricing discrepancies .
- Troubleshoot and resolve seller inquiries quickly, ensuring a smooth experience and minimizing disruptions in their workflow.
- Achieved a high CSAT score through clear communication, prompt issue resolution, and providing tailored solutions for each seller's needs.
- Developed and maintained strong relationships with customers and vendors to establish rapport and build trust.
Customer Support Executive
StarTek
Remote
09.2023 - 02.2024
- Provided high-quality voice support for Myntra customers, handling inquiries and complaints related to orders , returns , and product information .
- Consistently maintained CSAT scores above company targets, ensuring customer satisfaction with each call.
- Played a key role in team performance by assisting in training new agents and sharing best practices for improving customer service
- Listened to customers' questions and concerns to provide answers or responses.
- Mentored junior team members to enhance their skills and improve overall team performance.
Customer Support Executive
Tech Mahindra
Remote
05.2022 - 09.2023
- Delivered exceptional voice support to Flipkart customers, assisting with order-related issues , returns , product inquiries , and general customer service.
- Focused on achieving first call resolution (FCR) , and consistently met or exceeded CSAT and KPI targets, ensuring high customer satisfaction.
- Resolved customer complaints with empathy and efficiency, maintaining a positive customer experience in every interaction.
- Streamlined support processes for faster resolution times and increased customer loyalty.
Education
Bachelor of Arts - His
Kunwar Prabha Degree Collage
Haridwar, India 04.2001 -
Skills
Customer Support: Extensive experience in voice support, email support, and chat support, managing a wide variety of customer issues
CSAT Excellence: Strong focus on customer satisfaction (CSAT), consistently exceeding targets
Problem Solving: Skilled at resolving complex customer issues efficiently and effectively
First Call Resolution (FCR): Adept at handling customer inquiries in a single interaction, improving operational efficiency
CRM Systems: Familiar with industry-standard CRM tools like Zendesk, Salesforce, and Freshdesk to manage and track customer interactions
Typing Speed: 40 WPM with high accuracy, ensuring quick responses to email support inquiries
BPO Expertise: Knowledgeable in BPO processes, including inbound and outbound calls, multichannel support, and performance metrics (eg, KPI and SLA)
E-commerce Support: Hands-on experience with major e-commerce platforms like Walmart, Myntra, and Flipkart, addressing customer issues related to order management, returns, and product inquiries
Additional Information
- CSAT Champion : Recognized for achieving the highest customer satisfaction (CSAT) scores in my team at Tech Mahindra .
- Top Performer : Consistently ranked among the top 5% of customer support agents for FCR , customer satisfaction , and response times .
- Employee of the Month : Awarded for exceptional performance in customer service and problem resolution .
Timeline
Seller Support Executive
Walmart
07.2024 - Current
Customer Support Executive
StarTek
09.2023 - 02.2024
Customer Support Executive
Tech Mahindra
05.2022 - 09.2023
Bachelor of Arts - His
Kunwar Prabha Degree Collage
04.2001 -