PURNIMA VERMA
Faridabad
Summary
Dynamic customer service professional with extensive experience at Swiss beauty & Teleperformance, excelling in escalation handling and SLA compliance. Proven track record in enhancing customer satisfaction through effective problem-solving and operational coordination. Skilled in training teams and utilizing CRM platforms to streamline processes, ensuring a seamless customer experience.
Overview
3
3
years of professional experience
Work History
Customer Service Representative
Swiss Beauty
Gurugram
06.2025 - Current
- Assisted customers with product inquiries and recommendations.
- Handled order processing and returns efficiently.
- Maintained knowledge of Swiss Beauty product features and promotions.
- Resolved customer complaints with empathy and professionalism.
- Hands-on experience with Limechat, Exotel, and Shopify.
- Provided training to new team members on customer service protocols.
Escalations Associate
Urbanic
<ul>
<li>Provided support via <strong>voice, live chat, email, WhatsApp, and CRM platforms</strong></li>
<li>Handled <strong>return, exchange, and refund-related issues</strong>, ensuring adherence to company policies</li>
<li>Managed high-priority customer escalations across Verloop, CRM, Fresh Desk, and WMS platforms.</li>
<li>Ensured seamless operation of all internal workflows to enhance efficiency.<br>
Coordinated with logistics, warehouse, and inventory teams for smooth product delivery.</li>
</ul>
09.2024 - 03.2025
- Provided support via voice, live chat, email, WhatsApp, and CRM platforms
- Handled return, exchange, and refund-related issues, ensuring adherence to company policies
- Managed high-priority customer escalations across Verloop, CRM, Fresh Desk, and WMS platforms.
- Ensured seamless operation of all internal workflows to enhance efficiency.
Coordinated with logistics, warehouse, and inventory teams for smooth product delivery.
Sr. Customer Service Associate
Teleperformance
08.2023 - 09.2024
- Responding to US customer queries through live chat with clarity and professionalism.
- Ensured resolution of product/service issues within SLA, leading to improved CSAT scores.
- Effectively handle all types of customer escalations, including high-level concerns.
- Consistently met SLA, TAT, AHT, and quality benchmarks
Fashion Consultant
Lenskart
11.2022 - 07.2023
- Handled high-volume customer queries through chat, email, and voice channels.
- Maintained detailed records of customer interactions, trends, and resolutions.
- Execute and implement strategies aimed at enhancing the overall customer experience.
Education
12th -
Rawal Convent School
01.2019
10th -
Rawal Convent School
01.2017
Skills
- Escalation handling
- Order processing
- SLA compliance
- Quality assurance
- Team training
- Live chat and email support
- Problem solving and conflict resolution
- Operational Coordination
- Customer relationship management
Languages
- Hindi
- English
Timeline
Customer Service Representative
Swiss Beauty
06.2025 - Current
Escalations Associate
Urbanic
09.2024 - 03.2025
Sr. Customer Service Associate
Teleperformance
08.2023 - 09.2024
Fashion Consultant
Lenskart
11.2022 - 07.2023
12th -
Rawal Convent School
10th -
Rawal Convent School