Vandana Nagaraj

• Acted as Team Lead
• Assisting with legal and regulatory matters (RBI, Cybercrime, Legal Notices, NCH)
• Maintained records of customer interactions and queries
• Escalated unresolved grievances to appropriate departments
• Handled calls and emails, resolving complaints and compliance issues
• Performed administrative tasks: updated files, drafted correspondence, and conducted research
• Followed up to ensure customer requests were addressed.
  
  L2 Escalation Desk:
• Managed escalation calls from managers and supervisors, addressing irate customers
• Responded to inquiries about slice, achieving 100% resolution and high customer satisfaction
• Identified root causes of billing complaints and followed up on resolved issues
• Recommended products, providing detailed explanations to customers.

Promoted to L2 Escalation Desk

Escalation Specialist: Senior Community Operations Specialist: L2

• Applied critical thinking to evaluate solutions and make decisions.
• Served customers efficiently, adhering to service protocols.
• Thrived under tight deadlines in a fast-paced environment.
• Listened to customer concerns and provided thorough answers.

Recognition:

• DUN-STAR award winner for top customer satisfaction performance.

Community Operations Specialist: L1

• Delivered friendly, efficient service to customers, merchants, and partners
• Handled challenging situations with ease
• Improved operations and provided exceptional service.

• Resolved queries related to emergencies and incidents.
• Investigated issues, ensuring resolutions benefitted both partners and professionals.
• Assisted a high volume of professionals daily, prioritizing satisfaction.
• Facilitated gigs and salary payments for professionals.
• Managed and resolved irate issues via phone.
• Recorded account information to set up new professional accounts.