I am a Customer Support and Escalation Specialist with over 5 years of experience in telecom and BPO environments, delivering high-quality service across email, chat, and phone channels. I specialize in handling complex customer concerns, de-escalation, and maintaining customer satisfaction in high-volume environments.
Throughout my career with companies like Infosys and Genpact, I have developed strong expertise in escalation management, billing support, collections, and CRM systems. I have also taken on leadership responsibilities as a Subject Matter Expert (SME), where I trained and coached agents, conducted call monitoring, and ensured service quality standards were met.
I am highly skilled in conflict resolution, data accuracy, and multitasking, with a proven ability to remain calm and effective under pressure. My background in financial processes and training from the American Bankers Association strengthens my ability to handle sensitive customer accounts with professionalism and compliance.
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