PRATHIBHA B
Bengaluru
Summary
Dynamic Account Specialist with a proven track record at Lumen Technologies, excelling in problem-solving and team coordination. Recognized for delivering exceptional customer support and achieving a 95%+ satisfaction rate while identifying upselling opportunities. A motivated team player dedicated to enhancing operational efficiency and driving customer satisfaction.
Overview
6
6
years of professional experience
Work History
Account Specialist
Lumen Technologies
01.2025 - 09.2026
- Deliver customer-focused support by identifying needs, resolving issues, and providing accurate information on products and services.
- Identify sales, upselling, and cross-selling opportunities, enhancing customer experience and driving revenue.
- Manage high-volume inbound and outbound customer interactions, addressing inquiries, service requests, and concerns with professionalism and efficiency.
- Resolved customer concerns, addressed issues effectively, and escalated complex cases to relevant teams.
- Maintain strong knowledge of products, services, processes, and policies to provide accurate and timely customer support.
- Maintained detailed customer records and documentation in CRM and internal systems to ensure accurate service delivery.
- Adhere to quality, compliance, process, and customer service standards across all interactions.
- Collaborated with internal teams to streamline issue resolution and enhance customer satisfaction.
Senior Executive
24.7.ai
01.2021 - 11.2024
- Coordinated team of 15 agents to consistently achieve daily operational targets.
- Facilitated resolution of complex case escalations and addressed process questions for agents.
- Delivered fast, accurate live chat support while maintaining 95%+ satisfaction rate.
- Delivered SME support with process guidance and real-time assistance, enhancing team effectiveness.
- Completed daily responsibilities accurately and efficiently, while sharing ideas to improve team performance.
Education
Bachelor's degree - Finance & Accounting
Vijaya College
Bangalore01-2020
PUC - Commerce
Vijaya College
Bangalore06-2017
10th - State Board
Good Sheperd
Bangalore05-2015
Skills
- Client retention strategies
- Customer relationship management
- Billing issue resolution
- Quality compliance
- Team coordination
- Problem solving
- Strong communication skills
- Team player
- Quick learner and adaptable
- Motivated and hardworking
Timeline
Account Specialist
Lumen Technologies
01.2025 - 09.2026
Senior Executive
24.7.ai
01.2021 - 11.2024
Bachelor's degree - Finance & Accounting
Vijaya College
PUC - Commerce
Vijaya College
10th - State Board
Good Sheperd