Open To Work
Sweta Kumari
Noida
Summary
A motivated and energetic Customer Support Specialist with 4 years and 6 months of experience in back-office operations, documentation, live chat, and email support. Skilled in customer query handling, problem-solving, multitasking, and effective written and verbal communication. Experienced in using CRM tools, ticketing systems, and Microsoft Excel while maintaining high accuracy and meeting service level agreement (SLA) targets. Seeking a challenging role to leverage my skills and contribute to organizational efficiency and customer satisfaction.
Overview
5
5
years of professional experience
Work History
Senior Chat Support Executive
Digininja Private Limited
Noida
01.2024 - 01.2026
- Effectively engaged with international customers via live chat, email, and calling support, handling over 250+ inquiries per day, resolving issues, and providing detailed product and policy information to ensure high customer satisfaction.
- Managed inbound and outbound calls along with chat and email interactions, ensuring clear communication and quick resolution of customer concerns.
- Handled end-to-end operational tasks while maintaining accurate records and reports using Microsoft Excel.
- Monitored and reviewed agent interactions (chat, email, and calls) to ensure quality standards, compliance, and effective communication.
- Acted as a buddy/mentor for new agents by providing guidance, process training, and real-time support to improve performance.
- Suggested process improvements based on customer feedback and interaction observations to enhance service efficiency and overall customer experience.
Live Chat Associate
Writer Information Pvt Ltd
Noida
04.2023 - 11.2023
- Successfully handled customer interactions via live chat, email, and calling support, responding to over 200+ queries per day and providing accurate information to ensure customer satisfaction.
- Managed inbound and outbound calls along with chat and email operations, ensuring prompt, clear, and professional communication with customers.
- Handled email support operations for eight months, ensuring timely responses, proper follow-ups, and accurate resolution of customer concerns.
Back Office Executive
Core Doc2Info Services Pvt Ltd
Noida
03.2021 - 10.2022
- Managed documentation and data entry processes with precision and efficiency.
- Ensured compliance with organizational standards in maintaining records.
- Facilitated seamless back-office operations through organized documentation and multitasking.
Education
Bachelor of Science (B.Sc) - Physics, Chemistry, & Mathematics
Gyanodaya Degree College (Maharashtra University)
MumbaiIntermediate (Class XII) - Science Education
Indian National Inter College
Uttar PradeshHigh School (Class X) - Science Education
Indian National Inter College
Uttar PradeshSkills
- Customer Service
- Live Chat & Email Support
- Ticketing Systems
- Communication Skills
- Writing & Comprehension Skills
- Typing Accuracy
- Computer Knowledge
- CRM Tools
- Microsoft Office & Excel
- Problem Solving
- Attention to Detail
- Time Management
- Multitasking
- Escalation Handling & Quality Monitoring
- Professional Demeanor
- Empathy
- Adaptability
- Team Collaboration
Disclaimer
I hereby declare that the information provided above is accurate to the best of my knowledge.
Languages
English
Upper Intermediate
B2
Hindi
Proficient
C2
Work Preference
Job Search Status
Open to workWork Type
Full TimeLocation Preference
On-SiteHybridRemoteSalary Range
₹45000/yr - ₹200000/yrTimeline
Senior Chat Support Executive
Digininja Private Limited
01.2024 - 01.2026
Live Chat Associate
Writer Information Pvt Ltd
04.2023 - 11.2023
Back Office Executive
Core Doc2Info Services Pvt Ltd
03.2021 - 10.2022
Bachelor of Science (B.Sc) - Physics, Chemistry, & Mathematics
Gyanodaya Degree College (Maharashtra University)
Intermediate (Class XII) - Science Education
Indian National Inter College
High School (Class X) - Science Education
Indian National Inter College