MAHALAKSHMI J
Chromepet
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Experienced in fast-paced environments, and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Overview
4
4
years of professional experience
Work History
Customer Care Representative
Allsec technologies
Chennai
03.2022 - 08.2023
- Delivered analytical support for Aspire and Fortiva credit card portfolios via email and case management systems.
- Utilized Salesforce and InContact for managing fraud alerts, dispute cases, and customer documentation.
- Investigated credit card disputes, including unauthorized transactions, chargebacks, and billing errors.
- Ensured compliance with banking regulations through accurate case documentation and evidence collection.
- Coordinated with internal risk and operations teams to achieve timely case resolution within SLA timelines.
- Maintained adherence to data privacy and quality assurance standards throughout processes.
Customer Service Representative
Groupon Shared Services
09.2023 - 12.2025
- Provided customer support through email and chat for orders, refunds, vouchers, merchant services, and account issues.
- Managed 70–90 customer interactions per day, ensuring timely and accurate resolution.
- Achieved 95% SLA compliance and maintained 85%+ customer satisfaction (CSAT) consistently.
- Used Salesforce, Zendesk, Salted CX, and Jira for case logging, tracking, and resolution.
- Resolved 90%+ of cases on first contact, reducing escalations, and improving customer experience.
- Escalated complex issues to internal teams (payments, merchant operations, technical support) using Jira, ensuring quick resolution.
- Maintained accurate documentation and case notes to support audits and performance reporting.
- Followed SOPs to ensure consistent service quality and policy compliance.
Education
B.Com - Accounts and Finance
Tagore College of Arts And Science
Chennai01.2021
Skills
- Communication
- Adaptability and flexibility
- MS Word
- MS Excel
- Fraud investigation
- Customer relationship management
- Salesforce usage
Accomplishments
- Consistently achieved high customer satisfaction ratings, maintaining an average rating of 99% throughout my tenure as a customer support executive.
- Successfully resolved over 4,000 escalated customer issues, effectively de-escalating tense situations and providing satisfactory solutions that resulted in customer retention.
- Received multiple commendations from customers for exceptional service and going above and beyond to meet their needs.
- Developed and delivered comprehensive training sessions for new customer support team members, resulting in faster onboarding and improved customer service skills.
- Successfully handled a high volume of customer inquiries, consistently meeting or exceeding departmental performance targets for response times and issue resolution.
Languages
English
Advanced (C1)
C1
Tamil
Advanced (C1)
C1
Timeline
Customer Service Representative
Groupon Shared Services
09.2023 - 12.2025
Customer Care Representative
Allsec technologies
03.2022 - 08.2023
B.Com - Accounts and Finance
Tagore College of Arts And Science