Naveen Sahani
Noida
Summary
- Results-driven professional with a proven track record at Tech Mahindra and Alldigi in customer support roles. Recognized for excellent communication, problem-solving, and teamwork skills, with a strong commitment to achieving organizational goals and delivering exceptional customer service. Passionate about continuous learning, professional growth, and contributing to organizational success
.
Overview
2
2
years of professional experience
Work History
Customer Support ( Meesho Process )
Tech Mahindra Private Limited
Noida
03.2025 - 03.2026
- First-Contact Resolution: Handled 150 to 200 daily inbound meesho customer queries regarding delivery delays, incorrect items, and refund statuses, achieving a consistent 90% plus First-Contact Resolution (FCR) rate.
- De-escalation & Retention: Successfully de-escalated high-pressure calls from frustrated customers regarding missing or delayed packages, turning negative experiences into positive outcomes to maintain platform trust.
- Refund & Policy Expertise: Streamlined the dispute and refund tracking process by accurately navigating internal CRM tools and Meesho's vendor policies, reducing average query handling time (AHT) by 15%.
- Cross-Functional Collaboration: Partnered closely with the logistics and courier operations teams to track real-time delivery statuses, providing accurate updates to customers and resolving delivery bottlenecks.
- Customer Satisfaction (CSAT): Maintained an average Customer Satisfaction score of 4.1 out of 5 by practicing active listening, showing empathy, and providing clear, step-by-step solutions to users.
Customer Support ( SBI Process )
Alldigi Tech Priavte Limited
Noida
03.2024 - 11.2024
- Handled inbound customer calls for SBI Credit Card services, providing prompt and accurate assistance to cardholders.
- Resolved customer queries related to payment failures, transaction issues, and account-related concerns while ensuring high customer satisfaction.
- Assisted customers with credit card delivery status, activation processes, and credit limit inquiries.
- Investigated and addressed fraud transaction complaints, guided customers through security procedures, and escalated cases when required.
- Educated customers about ongoing offers, rewards, benefits, and credit card features while maintaining service quality and compliance standards.
Education
12th Passout From Gyan Bharti Public School
Noida10th Passout From Assisi Convent School
NoidaSkills
Inbound Call Handling
Problem Solving
Customer Query Resolution
Active Listening
Effective Verbal Communication
CRM Software Handling
Customer Relationship Management
Multitasking
Time Management
Conflict Resolution
Data Entry & Documentation
Customer Retention
Attention to Detail
Team Collaboration
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Customer Support ( Meesho Process )
Tech Mahindra Private Limited
03.2025 - 03.2026
Customer Support ( SBI Process )
Alldigi Tech Priavte Limited
03.2024 - 11.2024
12th Passout From Gyan Bharti Public School
10th Passout From Assisi Convent School