SUDHIR Patel

Teleperformance (Mastercard) April 2023- March 2025

Indore Bhawarkuan

04.2023 - 03.2025

Handled inbound calls from international customers regarding Mastercard-related queries, including card activation, transaction issues, lost/stolen cards, and account information.
Provided clear, concise, and professional support while maintaining a high standard of customer service.
Resolved customer issues efficiently, aiming for First Call Resolution (FCR) and high Customer Satisfaction (CSAT) scores.
Maintained accurate records of customer interactions using CRM tools and followed strict data protection protocols.
Addressed escalated concerns calmly and effectively, ensuring customer trust and retention.
Adhered to company guidelines, compliance standards, and financial regulations in every interaction.
Participated in daily team huddles, feedback sessions, and training to stay updated on process changes and quality expectations.
Met and exceeded performance targets, including AHT (Average Handling Time), Quality Score, and Service Level Agreements (SLAs).
Demonstrated empathy, patience, and professionalism while handling sensitive customer issues.
Collaborated with internal departments when needed to resolve complex customer concerns.

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