Varsha AnilKumar

Promoted as Customer Service Escalation Manager on 1st April 2022.

• Delivered exceptional training and hands-on motivation to team members to enhance customer satisfaction.
• Helping the team to convert the bad review 1Star to a 5Star good review on the Trust Pilot website, Reseller Website, Better Business Bureau Website and on the Google Review.
• Prepares the weekly report to analyses the weekly managers calls for the team, conversion rate on the review websites.
• Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions,

• Promoted as a Customer Service Supervisor on 5th July 2021
• Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
• Made reasonable procedure exceptions accommodate unusual customer requests.
• Evaluated interactions between associates and customers to assess personnel performance.
• Asked open-ended questions and researched issues in system to resolve various customer billing errors.
• Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
• Clarified customer issues and determined root cause of problems to resolve products or service complaints.

• Rejoined as a Senior Customer Service Agent in September 2019
• Employed comprehensive benchmarks to establish and monitor customer service standards.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email or online chat.
• Responded to customer requests for products, services and company information.
• Offered advice and assistance to customers, paying attention to special needs or wants.
• Answered customer telephone calls promptly to avoid on - hold wait times

• It is a US based company which is a Factory Outlet Store which sells different products like
• GPS, Filter, Batteries, Cell phones and many more
• Help customer in resolving the issues related to purchase, returns and processing the orders ∙
• Helping the customer to buy the best product as per customers’ requirements
• Respond to customers email and give quick resolutions to their problems.

• It is a US service provider called “Dish”
• Worked both into customer service and technical support ∙ Assisted customers with their queries related to the bill or the packages ∙ Fixing issues through troubleshooting ∙ Making Team Performance Report.

• It is a UK based company, a competitor to other service providers in UK like Vodafone, O2 and many more
• Worked in the sales department, interacted with the UK clients ∙ Achieved the set targets for each month ∙ Worked for a Project to help our clients in terms of better service, to improve the business by doing internal audits related to the history of the customer queries, customer complaints, and customer’s feedbacks

• One of the leading multinational company, dealt with different US credit cards like
• GAP Credit cards, Banana Republic Credit card, Old Navy Credit Card, Paypal, Mens
• Wearhouse Credit card, Home Shopping Network and so on ∙ Handled more than 15 US Clients and one Canadian client
• US Client: ∙ Worked in credit card department and resolved queries on their credit card and credit scores ∙
• Maintaining and updating the Service Quality ∙ Handling and swiftly resolving customer complaint in a professional and effective manner ∙
• Supporting and Coaching new agents to reach their full potential ∙ Maintaining manager’s report which includes all the team members’ monthly performance report
• Canadian Client: ∙ Audit the application and documents for personal loan for the Kawasaki Motor boats and bikes, and accordingly fund their loans ∙ Consolidating daily report for the number of audits done on daily basis and uploading the file for the client ∙ Preparing dashboard for the audits done on weekly
• Achievement:
• Received Americas Award from the client 2006
• Received DELIGENT EMPLOYEE Award 2007