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Muskan Bharadwaj
Customer Support Executive @ Admiral Solutions
Gurgaon
Summary
Experienced Customer Support Specialist with a background in Tech, Hospitality, and Insurance. Proven success at Admiral Solutions, Airbnb, and Adobe in managing complex claims, driving retention, and resolving Tier-2 escalations.
Customer Support & Retention Specialist "Results-oriented professional with extensive experience in high-volume support environments for global industry leaders like Adobe, Airbnb, and Admiral Solutions. Expert in Escalation Management and Customer Retention, with a proven track record of de-escalating critical issues and transforming negative experiences into customer loyalty. Skilled in Travel Insurance claims, technical troubleshooting, and inside sales.
Combines strong content writing skills with a Bachelor's degree in Advertisement and Marketing, allowing me to draft clear, persuasive communications that drive customer engagement
Overview
7
7
years of professional experience
2
2
Languages
Work History
Customer Support Executive (Senior)
Admiral Solutions
12.2023 - Current
- Claim Support: I provide high-level guidance to policyholders navigating complex settlements. I specialize in managing high-volume inquiries, verifying documentation, and resolving intricate queries to ensure timely payouts and exceptional customer service.
- Retention: I handled important phone calls from customers who were upset and wanted to cancel their insurance. My job was to listen to their problems and help them calm down. I focused on rebuilding the customer relationship during every interaction, turning negative sentiment into positive outcomes by effectively addressing concerns and highlighting specific policy features that aligned with the customer's needs which convinced many of them to stay instead of leaving.
- Sales: I guided new customers through the process of buying travel insurance over the phone. I started by asking detailed questions about their trip to understand exactly what they needed. Then, I recommended the best plan for them. I made sure to explain the policy rules and the 'fine print' clearly-including what was not covered-so they felt safe and confident about their purchase. I focused on explaining the policy rules and limits in plain language, ensuring every customer felt confident and informed before buying.
- Documentation: I made sure every phone sale was handled perfectly according to the rules. I took the time to confirm that customers clearly understood the details of their coverage so there was no confusion. Once the sale was done, I immediately sent them all their insurance papers so they had their proof of coverage right away.
- Escalation Management: I also served as the final problem-solver for the most difficult phone calls. When a customer was very angry or the situation was too hard for other agents, I stepped in to take charge. I used my deep understanding of the rules to fix the mess and calm the customer down. I focused on turning a frustrating experience into a helpful solution, ensuring the customer felt heard and satisfied.
R2 Specialist
Airbnb
06.2022 - 12.2022
- Tier 2 Conflict Resolution: Served as a specialized escalation point for critical guest and host disputes. Utilized advanced de-escalation techniques and empathy to navigate high-pressure, real-time reservation issues, successfully transforming negative user experiences into positive outcomes.
- Financial & Policy Adjudication: Diagnosed and resolved intricate financial discrepancies, including refunds, payouts, and billing errors. Demonstrated expert command of Airbnb's Terms of Service to adjudicate fair outcomes and ensure financial accuracy for all parties.
- Risk & Safety Compliance: Acted as a first line of defense in identifying potential safety risks and severe policy violations, ensuring rapid escalation to Trust & Safety teams to maintain platform integrity.
- Operational Excellence: Recognized for high operational discipline, consistently delivering top-tier results in Shift Adherence and Quality scores while contributing to team-wide First Call Resolution (FCR) and Customer Satisfaction (CSAT) goals.
Technical Support Executive (Adobe)
Teleperformance
04.2019 - 05.2022
- As a Technical Support Executive at Teleperformance, I provided comprehensive assistance to Adobe customers through various channels, including chat, phone, and email. My role primarily focused on addressing inquiries related to Adobe product subscriptions, troubleshooting technical issues, and ensuring customer satisfaction through effective retention strategies.
- As an Adobe Customer Support Executive, I assisted customers with managing their plans and subscriptions, including making changes, cancellations, and offering tailored solutions to retain customers through special offers.
- Actively engaged in customer retention and inside sales efforts, leveraging deep product knowledge to communicate Adobe solution benefits and consistently exceeding retention targets.
- Successfully handled basic troubleshooting for Adobe applications, promptly and effectively resolving customer issues.
- Demonstrated a strong track record of success in meeting and maintaining crucial KPIs, including attendance, customer satisfaction (C-sat), quality of service, + shift adherence, etc.
- As I was one of the senior associate, my role and responsibilities also increased to support nesting batches for training and development of new team members, fostering a collaborative work environment as a senior agent.
Education
Bachelor of Arts - Advertisement and Marketing
Patna University
Patna, Bihar, India08-2019
Higher Secondary Education (XII) -
Bihar School Examination Board
Patna, Bihar, India03-2016
Secondary School Education (X) -
Bihar School Examination Board
Patna, Bihar, India03-2013
Skills
Communication
Interests
Writing
Painting
Cooking
Timeline
Customer Support Executive (Senior)
Admiral Solutions
12.2023 - Current
R2 Specialist
Airbnb
06.2022 - 12.2022
Technical Support Executive (Adobe)
Teleperformance
04.2019 - 05.2022
Bachelor of Arts - Advertisement and Marketing
Patna University
Higher Secondary Education (XII) -
Bihar School Examination Board
Secondary School Education (X) -
Bihar School Examination Board