Mohali, Punjab · pooja.rani@email.com · +91 98765 43210
Customer Support Team Lead with 4 years in voice, chat and email support for a payments app, leading 12 agents. Lifted team CSAT from 4.1 to 4.6 out of 5 and cut first-response time from 9 minutes to 2.
Support: team leadership, escalation handling, quality audits, training, knowledge base
Tools: Freshdesk, Excel
Languages: English, Hindi, Punjabi
Customer Support Team Lead, Paylane, MohaliApr 2025 – present
• Took on team leadership of 12 agents across voice, chat and email in English, Hindi and Punjabi; team CSAT rose from 4.1 to 4.6 in a year.
• Built a knowledge base of 80 Freshdesk macros; first-response time fell from 9 minutes to 2.
• Run weekly quality audits on 10 conversations per agent and own escalation handling for failed-payment complaints.
• Run training for new joiners; agent attrition in the first 90 days fell from 35% to 15%, tracked in Excel.
Customer Support Associate, Paylane, MohaliJan 2022 – Mar 2025
• Handled about 70 contacts a shift; held a CSAT of 4.6 and was promoted to lead after three years.
BA, English and Economics, Panjab University, Chandigarh2018 – 2021 · 68%