About Me

Results-driven Customer Service Associate with 3+ years of hands-on experience across high-volume BPO environments. Skilled in managing inbound/outbound voice, email, and chat channels while meeting SLA targets and maintaining top-tier CSAT scores.

Highly proficient in CRM systems (Salesforce, Zendesk, Freshdesk), data operations, and cross-functional escalation workflows. Known for a calm, empathetic communication style and strong commitment to first-contact resolution across social media and e-commerce platforms.

What I Do

  • support

    Multi-Channel Customer Support

    Handling 80–100+ daily interactions via voice, email, and live chat while maintaining CSAT scores above team benchmarks consistently.

  • crm

    CRM & Documentation

    Accurate documentation of all customer interactions in Salesforce, Zendesk, and Freshdesk ensuring audit-readiness and team continuity.

  • data

    Data Entry & Quality Assurance

    Entering and validating large data volumes into enterprise databases, running audits to verify integrity and meet data governance standards.

  • escalation

    Issue Resolution & Escalation

    Proactively escalating complex issues to Tier-2 with clear case summaries, reducing resolution time and minimising repeat contacts.

Key Achievements

3+ Yrs
Above-avg CSAT at Taskus
80–100+
Daily Contacts Handled
Zero
SLA Breaches at Peak
3+ Yrs
Total BPO Experience

Resume

Experience

  1. Customer Service Associate

    Taskus Pvt Ltd April 2022 — June 2025

    Managed 80–100+ daily inbound/outbound interactions across voice, email, and live chat. Maintained CSAT scores above team benchmarks, delivered policy-compliant support on social media and e-commerce platforms, documented all interactions in CRM, escalated complex issues to Tier-2 with clear case summaries, and participated in weekly quality calibration sessions.

  2. Data Entry Associate

    Teleperformance 2018 — 2019

    Accurately entered and validated large volumes of data into enterprise databases. Performed routine audits for data integrity, created structured reports from raw data, assisted in developing standardised entry procedures, and supported data migration and QA activities across multiple projects.

Education

  1. Bachelor of Computer Applications (BCA)

    Vikram University

  2. Higher Secondary Certificate (H.S.C)

    MP Board

  3. Secondary School Certificate (S.S.C)

    MP Board

Skills

Core Competencies

Customer Relationship Management Multi-Channel Support (Voice, Email, Chat) CRM Systems & Documentation Data Entry & Quality Assurance SLA Adherence & CSAT Optimization Issue Escalation & Resolution Process Development Team Collaboration Budget & Financial Document Handling

Technical Proficiencies

CRM Platforms

Salesforce · Zendesk · Freshdesk

Communication Tools

Email Clients · Live Chat · Ticketing Systems

Data Tools

MS Excel · Google Sheets · Database Systems

Office Suite

Microsoft Word · Excel · Outlook

Monitoring

SLA Dashboards · Quality Scorecards

Languages

English — Professional
Hindi — Native

Proficiency Levels

  • Customer Support & CRM
    95%
  • SLA Adherence & CSAT Management
    92%
  • Data Entry & Quality Assurance
    90%
  • MS Excel & Google Sheets
    85%
  • Issue Escalation & Resolution
    88%
  • Process Documentation
    82%