MEGHA Suresh
Bangalore
Summary
Customer Care Professional with 2+ years of experience in retail support (JCPenney), consistently exceeding productivity targets and maintaining high-quality standards. Promoted to Senior Associate for strong performance, leadership, and process improvement contributions. Skilled in customer experience, team mentoring, and data-driven decision-making.
Overview
3
3
years of professional experience
Work History
Customer Service Supervisor
JC Penney
01.2023 - Current
- Promoted to Senior Associate for performance excellence and leadership contribution
- Recognized as Top Performer (2023 & 2024) and awarded SPOT Award (Q2 2024)
- Achieved 120%–140% productivity with quality & adherence up to 99%
- Conducted QA audits and DSAT/CSAT analysis, enhancing team performance and increasing customer satisfaction
- Mentored and trained new hires, delivering real-time support and coaching to facilitate their integration
- Led POD sessions and shared best practices to improve quality and adherence
- Handled customer inquiries and escalations to ensure satisfaction
- Assisted in Survey Experience project by gathering feedback from customers
- Supported process improvement by analyzing cases and providing actionable performance insights
- Technical Skills: Advanced Excel, Power Query, Power BI (Basics), SQL (Basics), VBA (Basics), Data Analysis & Reporting
- Achievements: Top Performer – RNR (June 2023, April 2024), SPOT Award – Q2 2024, Consistently exceeded productivity (120%–140%), Maintained high quality & adherence (up to 99%)
- Additional Contributions: Member of Fun & Engagement Committee – organized team activities, Maintained PKT documentation & knowledge sharing sessions
Customer Support Executive
Medi Assist TPA Pvt Ltd
- Working on tickets and emails received through insurer.
- Booking medical appointments of client for PPMC as per client and insurer request received through tickets and emails.
- Clearing the emails within 2 hours of TAT
- Coordinating with insurers to increase the business.
Transaction Process Officer (TPO) (Level-2)
Mphasis
- Handles client-based Projects.
- Handling queries on Company details and providing correct information about locations.
- Advance search for the Company's individual accounts that include company details and address through where we get latitudes and longitudes for knowing the dangerous substances nearby.
- First-level Quality checks in the absence of a Quality Analyst.
- Accomplishments: Maintaining the workflow, 1st level of Quality Check, Trained the newbies, Incharge of conducting PKT (process knowledge test) with the team, Leader of Fun & Engagement committee.
- Awards: best learner in training period, Spirit of Wining (SOW), RNR (Rewards & Recognition), best quarterly performer.
Education
B.COM -
APS College of Commerce
01-2017
P.U.C -
BMS College of Women
01-2014
S.S.L.C -
SSM Public School
01-2012
Skills
- Customer & Escalation Handling
- Quality Assurance & Audit
- Team Mentoring & Coaching
- Process Improvement
- Reporting & Data Analysis
- Advanced Excel
- Power Query
- Power BI (Basics)
- SQL (Basics)
- VBA (Basics)
- Data Analysis & Reporting
Languages
- Kannada
- Tamil
- Telugu
- English
- Kannada
- Tamil
- Telugu
Awards
- Best learner in training period
- Spirit of Wining (SOW)
- RNR (Rewards & Recognition)
- Best quarterly performer
Additional Contributions
- Member of Fun & Engagement Committee – organized team activities
- Maintained PKT documentation & knowledge sharing sessions
Certifications And Development
- Data Analyst Course (Power Query, Power BI, VBA & SQL), In Progress
- Advanced Excel Training, Completed
Timeline
Customer Service Supervisor
JC Penney
01.2023 - Current
Customer Support Executive
Medi Assist TPA Pvt Ltd
Transaction Process Officer (TPO) (Level-2)
Mphasis
B.COM -
APS College of Commerce
P.U.C -
BMS College of Women
S.S.L.C -
SSM Public School