Radical Minds

Role Summary

Delivered customer support and backend process execution in a high-volume BPO environment. Focused on handling customer interactions, resolving queries, and maintaining service quality aligned with process SLAs and organizational standards.

Key Responsibilities

Customer Support & Query Resolution

• Handled inbound/outbound customer interactions across voice and/or non-voice channels

• Resolved queries, complaints, and service requests within defined timelines

Process Execution

• Followed standard operating procedures (SOPs) for accurate and efficient handling of cases

• Ensured adherence to quality benchmarks and compliance guidelines

Operations & SLA Management

• Maintained productivity targets including TAT, AHT, and resolution rates

• Ensured consistent performance aligned with process KPIs

Data Handling & Reporting

• Updated customer records and case details in internal systems

• Maintained accuracy in documentation and reporting

Team Coordination

• Collaborated with team members and supervisors for escalations and issue resolution

• Participated in process briefings and performance reviews

Key Achievements

• Maintained consistent performance against SLA and productivity metrics

• Improved customer satisfaction through effective query handling

• Ensured accuracy and compliance in high-volume transaction processing

Skills & Competencies

Customer Service | BPO Operations | Process Handling | Communication | SLA Management | Data Accuracy | Issue Resolution

Business Impact

Supported efficient customer operations by ensuring timely query resolution, maintaining service quality standards, and contributing to overall process stability in a performance-driven environment.