Experienced Customer Support & Escalations Specialist | 8+ Years in BPO Industry
A dedicated and customer-focused professional with over 8 years of experience in delivering exceptional support across grocery home shopping, finance, e-commerce, logistics, and food delivery industries. Skilled in handling escalations, refunds, account security, and order management via chat, email, and phone. Committed to providing seamless customer experiences through problem-solving, empathy, and efficiency.
Professional Experience:
Grocery Home Shopping Support
Assisted customers with order placement, tracking, and modifications.
Resolved payment discrepancies, refunds, and delivery concerns.
Collaborated with stores and couriers for seamless fulfillment.
Financial Services Support
Managed account security, fraud investigations, and billing concerns.
Assisted customers with payment disputes and transaction discrepancies.
Ensured compliance with financial policies and security protocols.
E-commerce & Logistics Support
Handled order processing, returns, and refund requests.
Provided real-time assistance for tracking and delivery concerns.
Addressed escalations related to product issues and service delays.
Food Delivery Support
Supported customers and merchants with order accuracy and delivery concerns.
Investigated complaints regarding delays, missing items, and service quality.
Processed refunds and compensation to maintain high satisfaction levels.
Escalations Support Team
Managed high-priority escalation cases, ensuring quick and effective resolution.
Provided tier 2 support for complex customer issues that required advanced troubleshooting.
Collaborated with internal teams and leadership to implement solutions for recurring concerns.
Ensured customer satisfaction
Verified
