MONICA BASWA
Hyderabad
Summary
Results-driven Customer Support Team Lead with a strong background in operational efficiency and customer retention. Skilled in Salesforce, Helpshift, and Jira for effective issue tracking and communication. Led teams in process optimization and product training initiatives, while resolving complex technical escalations and ensuring compliance with regulatory standards.
Overview
6
6
years of professional experience
Work History
Customer Advocate - Acting Team Lead
Electronic Arts
Hyderabad
03.2023 - 07.2026
- Led and mentored a team of support specialists as Acting Team Lead to ensure daily performance targets and service level agreements were met.
- Managed high-escalation customer inquiries via Salesforce and Helpshift, maintaining key client relationships and enhancing resolution metrics.
- Resolved complex player issues using advanced knowledge of EA game mechanics and policies, significantly boosting user retention and satisfaction.
- Educated end-users on complex product features, resulting in higher feature adoption rates and stronger user engagement metrics.
- Monitored service interactions within CRM tools to identify behavioral trends and optimize workflows, enhancing operational predictability.
- Designed and delivered comprehensive product training programs for multiple onboarding batches, accelerating new-hire ramp-up time.
- Tracked and documented systemic bugs and customer feedback in Jira, partnering with internal development teams to facilitate product improvements.
- Facilitated dispute resolution protocols while maintaining strict compliance with corporate policies and external regulatory standards.
Customer Representative
Electronic Arts
Hyderabad
06.2020 - 03.2023
- Handled customer inquiries and resolved issues promptly, contributing to increased customer satisfaction and retention.
- Processed orders and returns efficiently, ensuring accuracy and timely updates to enhance service reliability.
- Collaborated with cross-functional teams to address product concerns, improving communication and speeding up resolution times.
- Monitored service quality and compliance to uphold company standards and safeguard customer trust.
Education
B.Com - Bachelor of Commerce
Dr. BR. Ambedkar University
Srikakulam07-2014
Skills
- Customer Support Expert
- Escalation management
- Feedback management
- Onboarding Programs
- Performance analysis
- Process improvement
- Agile Methodologies
- Team Leadership
- Leadership development
- Decision making
- Conflict resolution
- Scrum Methodologies
Languages
- English, C2 - Proficiency
- Hindi, C2 - Proficiency
- Telugu, Native
Personal Information
Title: TEAM LEAD - CUSTOMER SERVICE
Hobbies and Interests
- Curated Playlist Creation: Developing highly tailored audio tracks to optimize personal concentration and team energy.
- Gastronomy & Culinary Arts: Analyzing food documentaries and experimenting with global recipes to practice precision and time management.
- Avid Reading & Lifelong Learning: Engaging with diverse literary genres to sharpen critical thinking and communication skills.
Timeline
Customer Advocate - Acting Team Lead
Electronic Arts
03.2023 - 07.2026
Customer Representative
Electronic Arts
06.2020 - 03.2023
B.Com - Bachelor of Commerce
Dr. BR. Ambedkar University