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\n Email: priya.kapoor@example.com | Phone: +1 555 014 8765 | LinkedIn: https://www.linkedin.com/in/priyakapoor | Website: https://www.priyakapoor.example\n
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Profile Summary
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Empathetic, results driven customer service professional with 5+ years of experience across tech, e commerce, and retail sectors. Skilled at de escalating complex inquiries, delivering clear solutions, and maintaining high customer satisfaction. Proficient with multiple CRM tools and fluent in English, Spanish, and Hindi.
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Experience
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GlobalCare Solutions — Austin, TX
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Jan 2021 - Present
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\n - Reduced average handle time by 18 percent while maintaining CSAT at 4.7/5
\n - Led the standardization of response templates, improving first contact resolution by 12 percent
\n - Trained and mentored 6 new agents, increasing team productivity by 9 percent
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NovaSupport Services — Seattle, WA
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Jun 2018 - Dec 2020
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\n - Resolved escalated tickets within 4 hours for 95 percent of cases
\n - Implemented a knowledge base that reduced support calls by 20 percent
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Skills
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\n - CRM Expertise: Zendesk, Freshdesk, Salesforce Service Cloud
\n - Multilingual Support: English, Spanish, Hindi
\n - Active Listening, Empathy, Issue Resolution
\n - Service Level Agreement adherence, Quality Assurance
\n - Knowledge Management, Training & Mentoring
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Certifications
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\n - Certified Customer Service Professional (CCSP)
\n - Zendesk Support Administrator Certification
\n - HubSpot Service Software Certification
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Education
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Bachelor of Arts in Communications, University of North Texas, 2017, Denton, TX
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