Mohali, Punjab · pooja.rani@email.com · +91 98765 43210
BA graduate (2024) aiming for a Customer Support Executive role, supporting customers in English, Hindi and Punjabi. Held a 4.6 / 5 CSAT over six months of part-time voice and chat support.
BA, English and Economics, Panjab University, Chandigarh2021 – 2024 · 68%
Class XII, PSEB2021 · 82%
Support: voice support, chat support, email support, complaint handling
Tools: Freshdesk, Excel, typing
Languages: English, Hindi, Punjabi
Customer Support Associate (part-time), Paylane, MohaliJan 2024 – Jun 2024
• Handled about 70 voice support and chat support contacts a shift in English, Hindi and Punjabi for a payments app.
• Held a CSAT of 4.6 / 5 over six months against a team average of 4.2; logged every case in Freshdesk.
• Did complaint handling for failed UPI payments, raising refunds the same day in 9 cases out of 10.
• Covered the email support queue on peak days, about 40 tickets a shift.
Admissions help desk volunteer, Panjab UniversityJun 2023
• Answered 900 queries from students and parents over two weeks; built an Excel FAQ tracker the office still uses.
• Typing: 45 words a minute, 98% accuracy (online test, 2024)