Dynamic Customer Support Specialist with Multichannel Focus

Harshita Srivastava

***************@*****.*** Noida, 201301, India +91-723*******

Summary

Dynamic Customer Support Specialist with over 2 years of experience delivering exceptional multichannel support across APAC and US markets. Proficient in managing escalations and consistently achieving high customer satisfaction (CSAT) and first contact resolution (FCR) rates. Expertise in CRM systems, SLA management, and quality auditing, culminating in optimized service delivery and dispute resolution. Proven track record in training junior staff and enhancing team efficiency, ready to contribute effectively to a growth-focused organization.

Work Experience

Customer Support Specialist, INDSYSTEM IT Pvt. Ltd. (inDrive), Noida 10/2024 – 09/2025

Delivered comprehensive multichannel customer support (voice, chat, email) to riders and drivers across APAC, US, and Jamaica regions, managing high daily interaction volumes while consistently achieving CSAT and quality targets. Resolved customer issues related to ride bookings, payment disputes, cancellations, app functionality, and account management, demonstrating a high First Contact Resolution

(FCR) rate.

Facilitated escalations through systematic root cause analysis, collaborating with operations, safety, and technical teams to resolve Tier-2/Tier-3 cases within established SLA parameters.

Ensured accurate, audit-ready documentation in CRM and ticketing systems; achieved 100% SLA adherence under high-volume conditions.

Executed dispute resolutions and refund investigations; contributed to updates for FAQs and knowledge bases, minimizing repeat contacts and enhancing overall team efficiency. Operations CSR III, Telus International, Noida

03/2024 – 08/2024

Oversaw international customer interactions via voice, chat, and email, consistently exceeding CSAT, quality score, AHT, and productivity KPIs for the US market. Addressed escalations in accordance with client SOPs; partnered with team leads to refine CRM workflows and decrease average handling time.

Upheld stringent data security and confidentiality policies while ensuring up-to-date product knowledge across all customer interactions.

Associate – Operations, WNS Global Services Pvt. Ltd., Noida 12/2022 – 01/2024

Managed inbound and outbound calls and email communications, effectively resolving customer complaints within SLA timelines while maintaining high quality standards. Acted as a Subject Matter Expert (SME), mentoring junior agents on complex cases and reducing team-level escalation volumes through structured knowledge sharing. Conducted quality audits on email interactions, identifying improvement areas, and collaboratively developed corrective action plans with operations leadership to optimize service delivery.

Education

MBA, Finance Management, Arunachal University of Studies, Varanasi 06/2025 – 06/2027

Bachelor of Business Administration, Rajarshi School of Management & Technology, Varanasi 04/2019 – 04/2022

Skills

Languages

English Professional Proficiency Hindi Native

Certificates

MS Excel Certification, Udemy

Multichannel Support (Voice/Chat/Email) CSAT & FCR Improvement SLA & KPI Management CRM & Ticketing Systems Escalation Management AHT Optimization Root Cause Analysis Quality Auditing Process Improvement Dispute Resolution Documentation Customer Retention MS Excel Data Entry & Accuracy Cross-Functional Collaboration