Summary
Overview
Work History
Education
Skills
Timeline
Generic

MANSI TOTADE

Support Specialist
Nagpur

Summary

Seeking for a position to utilize my skills and abilities and achieve professional growth while being resourceful, innovative and flexible. To add valuable assests to your esteemed organization as an active member.

Overview

3
3
years of professional experience
5
5
years of post-secondary education
2
2
Languages

Work History

Technical Support Associate U1 Band

Tech Mahindra
03.2025 - Current
  • Delivered prompt and effective U 1 and U 2 technical support for Verizon customers, resolving complex queries related to services, account management, billing, and troubleshooting via chat and outbound phone calls.
  • Managed multiple priorities and ensured timely resolutions, leveraging detailed product knowledge and technical expertise to enhance the customer experience.
  • Actively supporting and mentoring junior team members by sharing best practices, providing training on customer service techniques, and assisting with escalated customer inquiries.
  • Actively contributed to team goals and KPIs by maintaining high customer satisfaction scores, optimizing resolution times, and enhancing overall team performance.
  • Handling complex queries regarding billing, payment processing, account closure, Refund issues etc via internal tools through email, chat and outbound phone calls(if required).
  • Hands on experience on ticketing system for escalations using Jira tool and guiding team members to ensure efficient resolution.

Support Specialist

Revolut Technologies Private LTd
10.2024 - 02.2025
  • Delivered exceptional customer support via phone, chat, and email, ensuring swift resolution of customer queries and issues with a focus on accuracy and efficiency.
  • Provided comprehensive guidance on account features and functionality, helping users navigate through troubleshooting steps and resolving issues in a timely manner.
  • Used Confluence, Jira and internal tools for interaction with Revolut users and assisted them regarding the issue with transactions (inbound and outbound).
  • Handled glitch in the Revolut app using troubleshooting and escalating to technical team for reporting the bug keeping user informed about the SLA.

Customer Experience Associate

The Souled Store
12.2023 - Current
  • Work with other departments to resolve customer issues as quickly as possible over the call.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.

Fraud Prevention Representative

TTEC
05.2022 - 11.2022
  • Analyze data, identify fraud trends using software tools.
  • Identify and escalate frauds through appropriate channels for items requiring risk review, exception handling or further analysis.

Education

BCA - undefined

St. Francis De' Sales
01.2015 - 01.2018

HSC - undefined

St. Francis De' Sales
01.2013 - 01.2015

SSC - undefined

St. Joseph's Convent

Skills

  • Diligence
  • Fraud trends
  • Data analysis
  • Interpersonal communication
  • Problem-Solving
  • Computer Literacy
  • Strong Communication
  • Jira, Confluence, CRM tool, Exotel
  • Problem solving, Customer Service, Process knowledge
  • Fraud analysis, Fraud prevention, AML, Pattern Recognising
  • Time management, Mentoring

Timeline

Technical Support Associate U1 Band

Tech Mahindra
03.2025 - Current

Support Specialist

Revolut Technologies Private LTd
10.2024 - 02.2025

Customer Experience Associate

The Souled Store
12.2023 - Current

Fraud Prevention Representative

TTEC
05.2022 - 11.2022

BCA - undefined

St. Francis De' Sales
01.2015 - 01.2018

HSC - undefined

St. Francis De' Sales
01.2013 - 01.2015

SSC - undefined

St. Joseph's Convent

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MANSI TOTADESupport Specialist