Vasudha Chandeliya
New Delhi
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
Work History
Customer Operations & Order Management – Perfora
Perfora
10.2024 - Current
- Effectively represented Perfora as a brand by ensuring accurate, clear, and customer-focused communication across all channels, helping maintain a positive customer experience.
- Managed OOS (Out of Stock) and On-Hold orders by coordinating with inventory and warehouse teams to ensure timely updates and resolutions.
- Monitored order quality and process accuracy, ensuring customers received correct information and reducing the chances of misinformation or delivery errors.
- Maintained and updated refund and return (RTO) tracking sheets, ensuring all cases were processed accurately and within defined timelines.
- Handled RTO order emails, CEO-level escalations, and customer chats with professionalism, promptness, and problem-solving focus.
- Collaborated closely with Operations, Logistics, Inventory, and Warehouse teams to streamline processes, resolve customer issues, and improve order flow efficiency.
- Conducted training for new joiners, helping them understand brand guidelines, processes, and quality standards.
- Ensured high-quality support delivery by maintaining process documentation, monitoring error points, and proactively addressing improvement areas.
Customer Service Representative
Lenskart
05.2022 - 08.2023
- During my time at Lenskart, I was part of the Blended Process team, where I managed a combination of customer communication channels-namely emails, calls, and chats.
- My role involved providing timely and accurate support to customers regarding their eyewear orders, prescriptions, returns, exchanges, and product inquiries.
- Email Support: Addressed customer concerns with detailed and professional responses, including resolving order-related issues, clarifying product information, and following up on service requests.
- Voice Support (Calls): Handled inbound and outbound calls to assist customers in real time-ensuring high satisfaction through clear communication, empathy, and efficient problem-solving.
- Live Chat: Managed multiple customer chats simultaneously, delivering quick and helpful support while maintaining a courteous tone and meeting KPIs like response time and customer satisfaction scores.
- Working in a blended environment required strong multitasking abilities, a deep understanding of Lenskart's product range and policies, and proficiency with CRM tools and support platforms.
- My contribution helped improve customer satisfaction and reduce turnaround time for query resolution.
Customer Support Executive
Cashify
04.2021 - 05.2022
- Managed refunds, RTO cases, and quality checks.
- Handled chats, emails, escalations, and ensured accurate customer communication.
- Coordinated with operations, logistics, inventory & warehouse teams.
- Trained new joiners and maintained process sheets.
Customer Service Executive
Startek - Aegis Global
03.2019 - 05.2022
- Customer service executive.
Call Center Executive
Teleperformance
Education
XIIth - English
Gyan Sagar Public School
03.2016 - 05.2017
Xth - English
Gyan Sagar Public School
03.2014 - 05.2015
Skills
- Core Skills
Customer Support (Email, Chat, Calls)
Order & Refund Management
RTO Handling
Warranty & Replacement Processing
Escalation Management
Quality Assurance
CRM Tools (Freshdesk, EasyEcom, Kwickchat,Shopify, etc)Operational Skills
Coordination with Logistics & Warehouse Teams
Inventory Follow-ups
B2B Customer Handling
Process Documentation
Training & Onboarding New Joiners
Data Tracking (Refund sheets, Order status tracking)Soft Skills
Communication Skills
Problem-Solving
Attention to Detail
Time Management
Team Collaboration
Customer Empathy
MultitaskingTechnical Skills (if applicable)
Google sheet(basic reports)
CRM & Ticketing Systems
Order Management Systems (OMS)
Hobbies and Interests
- Listening to music
- Watching horror movies
Languages
- English
- Hindi
- English
Personal Information
Total Experience: 4 Years 6 Months
Languages
English
Proficient
C2
Hindi
Proficient
C2
Timeline
Customer Operations & Order Management – Perfora
Perfora
10.2024 - Current
Customer Service Representative
Lenskart
05.2022 - 08.2023
Customer Support Executive
Cashify
04.2021 - 05.2022
Customer Service Executive
Startek - Aegis Global
03.2019 - 05.2022
XIIth - English
Gyan Sagar Public School
03.2016 - 05.2017
Xth - English
Gyan Sagar Public School
03.2014 - 05.2015
Call Center Executive
Teleperformance