MEENAKSHI SETT

Customer Support Associate

Baranagar

Summary

Dynamic professional with over two years of experience in customer service and trust and safety operations, dedicated to enhancing compliance and user safety within digital platforms. Proficient in investigating sensitive content, managing customer inquiries, and ensuring adherence to community guidelines. Recognised for exceptional communication abilities and a keen attention to detail, thriving in high-pressure environments while maintaining operational efficiency. Committed to fostering collaboration and optimising workflows, driving results that uphold platform integrity and customer satisfaction.

Overview

years of professional experience

2011

years of post-secondary education

Languages

Work History

Trust and Safety Investigation Agent

Genpact

10.2024 - Current

Investigated sensitive content and user activities to ensure compliance with platform policies.
Identified and escalated potential safety and security risks.
Ensured adherence to community guidelines while maintaining platform integrity.
Worked with cross-functional teams to improve investigation processes.
Maintained high accuracy and productivity under tight deadlines.
Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.

Customer Associate

Teleperformance

07.2023 - 10.2024

Responded to customer inquiries via phone, email and chat.
Followed-up with customers after purchase to ensure satisfaction.
Maintained knowledge of current sales promotions and new product releases.
Managed multiple tasks simultaneously while maintaining accuracy and attention to detail.
Escalated unresolved customer issues to the appropriate department or manager for resolution.
Provided product recommendations based on customer needs.
Performed additional duties as assigned by management team.
Assisted customers with returns, exchanges, refunds, and other transactions as needed.

Education

Bachelor’s Degree - Business Management

Presidency College

Class 12th - undefined

St. Joans School

Class 10th - undefined

Well and Gouldsmith School

Skills

Client interaction proficiency

Clerical & Administrative Support

Point of Sale (POS) Systems

MS Office: Word, Excel, PowerPoint

Advanced MS Excel

Tally ERP9 (Including Payroll)

FACT Accounting Software

Accomplishments

Achieved performance goals consistently in both education and work.
Selected for mentoring and training new employees.
Contributed significantly to team score and process efficiency.
Recognized for identifying and mitigating critical content risks at Genpact.
Awarded 'Star Performer' for consistent accuracy and timely investigations.
Played a key role in refining investigation SOPs by collaborating with the quality team.
Commended by supervisors for excellent communication and decision-making in high-pressure situations.
Adept at quickly analyzing complex situations and making informed decisions.
Strong interpersonal skills with a track record of fostering positive relationships with clients and team members.
Excellent written and verbal communication skills tailored to diverse audiences.
Committed to maintaining confidentiality and ethical standards in all investigations.
Flexible and adaptable, thriving in dynamic and evolving work environments.

Timeline