Mansi Kapoor
Customer Service Operations
New Delhi
Summary
Operations professional supporting customer service delivery, reporting discipline, and workflow coordination in a target-driven environment. Works across CRM and ticketing systems, tracks issue resolution, and maintains process compliance while balancing multiple customer interactions. Fits Operations Executive responsibilities that depend on accurate follow-through, organized reporting, and steady service execution.
Overview
2
2
Languages
8
8
years of professional experience
Work History
Customer Support Associate Operations
Accenture Solutions Pvt. Ltd.
04.2021 - Current
- Handle 25 international customer interactions daily across calls, email, and chat with accurate, timely support.
- Resolve customer issues accurately and efficiently while documenting cases clearly in CRM and ticketing systems.
- Maintain service quality and meet performance targets through consistent process compliance and disciplined case handling.
- Collaborate with internal teams to improve customer satisfaction and strengthen the overall support experience.
- Apply active listening and clear verbal communication to de-escalate concerns and guide customers through solutions.
- Use strong multitasking and time management to balance international voice, chat, and email queues effectively.
Senior Representative - Operations
Concentrix (formerly Convergys)
04.2018 - 11.2019
- Handled 25 customer interactions daily across international voice, chat, and email channels.
- Delivered high-quality support and issue resolution while maintaining customer satisfaction through clear communication.
- Managed international customer interactions across voice, chat, and email channels with consistent professionalism.
- Maintained performance targets and KPIs while using CRM and ticketing systems to track and close customer cases.
Education
Bachelor of Computer Applications - Comouters
Indraprastha Institute of Technology and Management
05-2016
Certificate of Higher Education - CBSE Board
MCL SARASWATI VIDYA MANDIR
05-2012
10th - CBSE Board
N.K Bagrodia Public School
05-2010
Skills
Customer service & client support
International voice process
International chat & email support
Customer query & complaint resolution
CRM & ticketing system handling
Quality monitoring
Process compliance
Customer satisfaction tracking
Performance targets management
Stakeholder communication
Customer experience reporting
Disclaimer
I hereby declare that the above information is true and correct to the best of my knowledge.
Timeline
Customer Support Associate Operations
Accenture Solutions Pvt. Ltd.
04.2021 - Current
Senior Representative - Operations
Concentrix (formerly Convergys)
04.2018 - 11.2019
10th - CBSE Board
N.K Bagrodia Public School
Certificate of Higher Education - CBSE Board
MCL SARASWATI VIDYA MANDIR
Bachelor of Computer Applications - Comouters
Indraprastha Institute of Technology and Management