Pallavi Paul
Sr. Escalation Representative
Hyderabad
Summary
Experienced Senior Escalation Representative with a proven track record of over 9 years delivering exceptional results. Dedicated to achieving excellence by fostering collaboration, resolving complex issues, nurturing customer relationships, and guiding teams towards success. Known for adapting to changing requirements for reliability and performance, demonstrating proactive problem-solving skills, unwavering integrity, and cultivating enduring professional networks.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
3
3
Languages
Work History
Escalations Representative
Wells Fargo
05.2023 - Current
- Company Overview: Banking Industry.
- Handled customer complaints and resolved escalated issues.
- Reviewed calls for accuracy of information and overall quality.
- Delivered exceptional customer experience through email communication.
- Responded to escalated requests within SLA.
- Followed up on unresolved escalations for customer support issues.
- Negotiated successful resolutions to ensure customer loyalty.
- Assisted in generating periodic financial, risk, and performance reports using tools like Excel, SQL (basic)
- Collected, validated, and maintained customer, transaction, and account data to ensure regulatory compliance and data integrity.
- Utilized Excel (pivot tables, VLOOKUP, formulas) for routine data extraction, aggregation, and reporting.
- Supported KYC (Know Your Customer) and AML (Anti-Money Laundering) data documentation and recordkeeping processes.
- Created and updated internal documentation on data entry protocols, reporting templates, and banking data workflows.
Team Leader (Sr. Associate, CTK, HR Services)
Amazon
04.2021 - 04.2023
- Supported employee payroll processes.
- Handled US employee queries related to payments or reimbursements.
- Assisted team members and customers in daily activities.
- Managed team performance and professional growth.
- Structured schedules to streamline workflows.
- Supported onboarding of new employees.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Customer Care Executive (NA CAP)
Amazon
11.2017 - 04.2021
- Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Monitored customer experience through calls and follow-ups.
- Screened customer accounts to prevent policy abuse, saving monetary losses.
- Took ownership of customers issues and enquiries to follow problems through to resolution.
- Processed customer payments, refunds, and exchanges.
- Collaborated with cross-functional teams to address complex customer concerns and provide comprehensive solutions.
- Supported a batch of 24 new hire trainees as a mentor.
- Awarded 'Most Eccentric Player' for outstanding performance in preventing concession abuse.
Customer Care Executive (Amazon US)
Teleperformance
08.2016 - 09.2017
- Company Overview: Global customer management company.
- Maintained excellent customer relationships by solving queries, complaints, and issues efficiently.
- Ensured seller satisfaction by assisting with questions and complaints.
- Made suggestions for operation enhancements based on efficiencies and faults.
- Proactively assisted customer needs to maintain excellent service.
- Explained online self-help options to customers to promote additional and after-hours support choices.
Customer Relations Executive
IB Group
02.2016 - 08.2016
- Company Overview: Customer service based company in Rajnandgaon, Chhattisgarh.
- Monitored customer feedback, identifying service weaknesses to develop actionable solutions.
- Worked as Sales lead conducting sessions for proper sales target and providing better services.
- Displayed a positive and solution-focused approach during all customer interactions.
- Processed customer data precisely and discreetly, maintaining data protection compliance.
- Handled lifecycle customer complaints from initial query to timely resolution.
- Provided first-line support, ensuring a mutually beneficial resolution.
- Oversaw customer service apprenticeships workload, providing guidance and supervision.
- Kept detailed logs of customer communications for improved service continuity.
- Customer service based company in Rajnandgaon, Chhattisgarh.
Education
Bachelor in Business Administration -
IMET
07.2015 - 06.2019
Higher Secondary - undefined
C.B.S.E. School, Sector 10 –C.G.
04.2010 - 04.2011
Senior Secondary - undefined
C.B.S.E. School, Sector 10 –C.G.
04.2007 - 04.2008
Skills
Advanced Excel functions
SQL (Basic queries, JOINs, filtering, aggregation)
Basic data visualization using Power BI and Tableau
Microsoft Office proficiency
Data entry proficiency
Supervision of banking operations
Knowledge of KYC and AML regulations
Customer Data Management
Attention to detail
Analytical problem solving
Strong time management abilities
Effective team management
Accomplishments
Received recognition for outstanding performance as a mentor and team leader, significantly enhancing team productivity and customer service outcomes.
Timeline
Escalations Representative
Wells Fargo
05.2023 - Current
Team Leader (Sr. Associate, CTK, HR Services)
Amazon
04.2021 - 04.2023
Customer Care Executive (NA CAP)
Amazon
11.2017 - 04.2021
Customer Care Executive (Amazon US)
Teleperformance
08.2016 - 09.2017
Customer Relations Executive
IB Group
02.2016 - 08.2016
Bachelor in Business Administration -
IMET
07.2015 - 06.2019
Higher Secondary - undefined
C.B.S.E. School, Sector 10 –C.G.
04.2010 - 04.2011
Senior Secondary - undefined
C.B.S.E. School, Sector 10 –C.G.
04.2007 - 04.2008
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