Poonam Patkar
Non-Voice Customer Support & Operations Executive
Mumbai
Summary
Highly reliable Non-Voice Customer Support and Operations professional with over 3+ years of experience in email and chat-based support, backend coordination, and documentation. Skilled in ticket handling, service request resolution, process adherence, and internal coordination in remote support environments. Strong written communication, attention to detail, and ability to work independently with minimal supervision. Comfortable using CRM tools, Excel, and support systems to ensure accurate reporting and efficient task execution. Actively seeking remote (WFH) opportunities in customer support or backend operations.
Overview
6
6
years of professional experience
Work History
Customer Operations Associate (Non-Voice)
Confidential Client
04.2024 - Current
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Improved operational efficiency by implementing new processes and streamlining existing workflows.
- Handled customer queries through email-based communication and internal support systems.
- Reviewed service requests, updated accurate case notes, and ensured timely resolution.
- Coordinated with internal teams to close customer issues efficiently.
- Followed defined SOPs and process workflows.
- Maintained data accuracy across trackers and internal tools.
- Supported backend operations with documentation and reporting. tasks
Accounts & Operations Executive (Back Office)
Bhakti Flexpack Pvt. Ltd.
09.2021 - 02.2024
- Managed invoice processing, payment tracking, and customer coordination via email.
- Maintained daily and monthly MIS reports using Excel.
- Updated internal trackers, and ensured timelines were met.
- Coordinated with customers and vendors to ensure smooth operations.
- Worked independently, with minimal supervision.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Customer Support Executive – Chat Process
Tech Mahindra Business Services
12.2019 - 04.2021
- Provided chat-based customer support for service and billing queries.
- Documented interactions accurately in CRM tools.
- Ensured first-time resolution using structured, written responses.
- Followed quality guidelines and response templates.
Education
Bachelor of Accounting & Finance - Accounting & Finance
University of Mumbai
04.2001 -
Skills
- Non-Voice Customer Support (Email & Chat)
- Backend Operations Support
- Ticket Handling & Documentation
- Process & SOP Adherence
- Written Communication
- CRM & Support Tools
- Data Entry & MIS Reporting
- MS Excel & Google Sheets
- Attention to Detail
- Remote Work Time Management
Timeline
Customer Operations Associate (Non-Voice)
Confidential Client
04.2024 - Current
Accounts & Operations Executive (Back Office)
Bhakti Flexpack Pvt. Ltd.
09.2021 - 02.2024
Customer Support Executive – Chat Process
Tech Mahindra Business Services
12.2019 - 04.2021
Bachelor of Accounting & Finance - Accounting & Finance
University of Mumbai
04.2001 -