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About

Customer service, collections, technical support, and contact-centre professional with 20+ years of experience across international customer service operations, collections, technical support, team leadership, complaint resolution, CRM, and publishing. Proven expertise in customer account management, complex issue resolution, escalation handling, team mentoring, customer satisfaction, and contact-centre performance initiatives.

Experience6

  1. Senior Collector – AT&T Account

    2020 — Present

    CREDENCE RESOURCE MANAGEMENT PRIVATE LIMITED · Pune or remote

    Manage collection activities and customer accounts for AT&T, a leading US telecommunications company. Handle customer interactions professionally while working toward effective account resolution. Apply problem-solving, communication, and negotiation skills to address customer concerns and payment-related issues. Maintain a customer-focused approach while consistently working toward operational and performance objectives.

  2. Team Leader / Customer Service Operations

    2011 — 2018

    TECH MAHINDRA BUSINESS SERVICES LIMITED

    Led and supervised a team of 15 customer service representatives in the Web Chat department. Mentored a team of 15 representatives in the Complaints Department, handling complaints through voice and chat channels. Played a key role in the successful launch and rollout of chat services within the skill centre. Managed and supported multiple contact-centre projects focused on KPIs across voice, chat, and email operations.

    • Successfully managed and mentored teams of up to 15 customer service representatives.
    • Played a pivotal role in the successful launch and rollout of web-chat services.
    • Managed multiple contact-centre projects focused on voice, chat, and email KPIs.

  3. Senior Customer Service Representative – TracFone Wireless

    2009 — 2010

    VCARE CALL CENTRES INDIA, NOIDA

    Provided end-to-end customer support for TracFone Wireless, a major US wireless service provider. Assisted prospective customers with opening new accounts and supported existing customers with account upgrades. Handled customer queries and service-related issues while maintaining high customer-service standards.

  4. Senior Technical Support Executive – Verizon

    2006 — 2008

    WIPRO BPO LIMITED, NEW DELHI

    Provided technical support to Verizon broadband customers and resolved connectivity issues. Diagnosed and resolved technical incidents related to broadband connectivity. Consistently achieved excellent C-SAT scores throughout the tenure.

    • Consistently achieved excellent C-SAT scores during customer-service and technical-support assignments.

  5. Assistant Editor – Cable Quest Magazine

    2002 — 2006

    CABLE QUEST PUBLICATIONS, NEW DELHI · Delhi

    Managed the complete pre-production process for the English edition of Cable Quest Magazine. Edited and supervised editorial content and coordinated with media houses for magazine inputs. Assisted the Chief Editor in implementing editorial strategies.

    • Managed complete pre-production activities for the English edition of a leading industry magazine.

  6. Sub-Editor – Hint

    2001 — 2002

    HINT PUBLICATIONS, NEW DELHI · Ghaziabad

    Handled local news reporting and editorial desk responsibilities. Edited and prepared news and feature content for publication. Contributed to an exclusive Bill Clinton special edition.

Education1

  • Intermediate

    2022

    CBSE Board