Professional Summary
Customer service professional with over 5 years of experience in high-volume environments. Specialises in technical support and customer onboarding, having reduced resolution times by 40% and achieved a 95% customer satisfaction score. Strong communicator who builds trust quickly with clients and cross-functional teams.
Skills
- Communication
- Customer Service
- CRM
- Marketing
- Leadership
- Technical Support
- Onboarding
Experience
Customer Service Representative — HCLTech
- Reduced average resolution time from 6 hours to 3.5 hours by implementing tiered support.
- Grew customer satisfaction score from 87% to 95% in 18 months through proactive outreach.
- Trained 15+ new hires on product features and CRM best practices.
- Documented 50+ new support workflows in internal knowledge base to enhance team efficiency.
- Managed VIP client escalations, restoring trust and preventing churn in at-risk accounts.
Sales Associate — NetRTech Solutions LLP
- Exceeded quarterly sales quota by 20% through consultative selling and solution demos.
- Developed territory from 50 to 120 active accounts while maintaining a 25% win rate.
- Shortened sales cycle by 30% by crafting discovery sessions that surfaced key decision criteria.
- Created tailored onboarding plans for new customers, reducing churn in first 90 days.
- Collaborated with marketing to refine lead scoring, improving MQL-to-SQL conversion by 15%.
Education
B.S. Marketing
Penn State University
Certifications
- Customer Service Excellence Certificate
- Salesforce Certified Administrator