Rashi Tiwari
Gurugram
Summary
Detail-oriented professional with 2+ years of experience in customer service operations, stakeholder coordination, and administrative support. Proven track record in managing service requests, maintaining schedules, resolving client issues, and optimizing workflows. Skilled in using organizational tools and systems for operational efficiency. Seeking to leverage resource coordination and scheduling skills in a dynamic, fast-paced environment.
Overview
4
4
years of professional experience
Work History
Customer Service Specialist
Admiral Solutions
04.2024 - 08.2025
- Delivered customer support and policy servicing for international insurance clients with a consistent 100% Net Promoter Score (NPS).
- Managed policy changes, endorsements, and renewals while maintaining strict service-level turnaround times.
- Monitored document submissions and coordinated across internal departments for prompt issue resolution.
- Balanced multiple email-based service requests while prioritizing urgent tasks.
- Handled scheduling and follow-ups with clients, ensuring clear communication and timely delivery of services.
- Developed an organized approach to resource availability tracking, internal coordination, and escalations.
Customer Support Executive
Concentrix
07.2023 - 04.2024
- Supported U.S.-based healthcare clients by resolving service inquiries, eligibility issues, and billing discrepancies.
- Coordinated claim resubmissions and issue rectifications while maintaining email documentation and service SLAs.
- Worked with operational teams to ensure the seamless flow of case-related data across systems.
- Adapted to a high-paced environment with tight deadlines, enhancing multitasking skills and communication under pressure.
- Role ended due to process ramp-down with no internal absorption available at the time.
Customer Service Executive
TELEPERFORMANCE GLOBAL SERVICES PRIVATE LIMITED
04.2022 - 06.2022
- Handled inbound and outbound customer calls in Hindi and English, ensuring prompt and courteous service.
- Resolved customer queries related to products, services, and billing with accuracy and empathy.
- Maintained detailed records of customer interactions and follow-ups using CRM tools.
- Met daily and weekly performance targets including call quality, resolution time, and customer satisfaction.
- Collaborated with team leads to improve service delivery and reduce repeat queries.
- Adhered to company policies and compliance standards in all customer interactions.
Executive
EXL SERVICE.COM (INDIA) PVT.LTD.
Noida
09.2021 - 01.2022
- Delivered customer support across international voice, chat, and email channels for life insurance and annuity products.
- Handled policy-related queries, billing issues, and account servicing with precision and empathy.
- Logged and resolved customer tickets using Jira, ensuring timely follow-ups and SLA adherence.
- Navigated Salesforce CRM to update customer records, track interactions, and escalate complex cases.
- Collaborated with cross-functional teams to resolve backend discrepancies and ensure seamless customer experience.
Education
Master of Arts - History
Delhi University
07-2023
Bachelor of Arts (Hons.) - History
Delhi University
07-2021
Skills
- Resource Scheduling & Coordination
- Jira – Ticketing, issue tracking, and workflow managementClient Service & Stakeholder Communication
- Conflict Resolution
- Data Management & Reporting
- MS Excel & Office Suite
- Time Management & Multitasking
- Team Collaboration
- Net Promoter Score Achievement
- Excellent written and oral communication
- Process optimization
- Problem-solving
- Salesforce – CRM handling
Accomplishments
- Achieved 100% Net Promoter Score consistently during tenure at Admiral.
- Recognized for quick adaptability during Concentrix process transitions.
- Maintained consistent client satisfaction and SLA compliance.
Timeline
Customer Service Specialist
Admiral Solutions
04.2024 - 08.2025
Customer Support Executive
Concentrix
07.2023 - 04.2024
Customer Service Executive
TELEPERFORMANCE GLOBAL SERVICES PRIVATE LIMITED
04.2022 - 06.2022
Executive
EXL SERVICE.COM (INDIA) PVT.LTD.
09.2021 - 01.2022
Master of Arts - History
Delhi University
Bachelor of Arts (Hons.) - History
Delhi University
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