Gloria Paul

• Serve as a key escalation point for complex and sensitive customer queries across channels, ensuring timely, empathetic, and effective resolution in alignment with Amazon’s customer obsession philosophy.
• De-escalate high-tension situations by applying strong interpersonal, problem-solving, and conflict resolution skills to regain customer trust and satisfaction.
• Prioritize and triage escalations based on severity, customer impact, and business risk to ensure that critical issues receive immediate attention.
• Monitor escalation queues and provide regular status updates to leadership, helping maintain visibility into volume trends and resolution turnaround times.
• Escalate systemic or unresolved cases to higher-level management when necessary, with clear summaries and documented impact assessments.

• Championed a customer-centric approach within the escalation team, consistently advocating for clients'' best interests and satisfaction.

• Ensure adherence to quality benchmarks by auditing escalation cases and providing actionable feedback to improve service consistency and performance.
• Collaborate with Quality and Training teams to suggest updates to SOPs based on real-world case handling gaps and system behaviors.
• Maintain detailed documentation and reporting for case histories, contributing to continuous improvement strategies and leadership insights.
Leadership & Key Contributions:
• Recognized as a Subject Matter Expert (SME) in escalation handling and customer recovery strategies; regularly coached peers on managing critical cases with precision and professionalism.
• Led team huddles, knowledge-sharing sessions, and process refreshers to ensure alignment with evolving escalation protocols.
• Mentored new hires on handling high-pressure interactions, SOP navigation, and empathy-driven communication.
• Acted as liaison between escalation team and other business units to streamline resolution timelines for backlogged or cross-functional cases.
• Influenced internal teams to prioritize customer-impacting issues through data-backed reporting and effective communication.

• Handling inbound calls for insurance queries.
• Keeping track of ongoing claims & helping customers to register claims.
• Coordinating with departments to improvise the claim process.
• Blended - sending email notifications to customers.
• Notify customers via text message about policy coverage, and claim info.
• Maintained ongoing contact with customers throughout claims process, diligently and accurately reporting progress.
• Handled confidential information inline with data security protocol, minimising risks to customer information.
• Resolved claims through negotiation of settlement, rebuttal of claims and declining cover.
• Followed internal claims processing procedures to prevent fraudulent payments, guaranteeing high-quality assurance standards.
• Maintained pleasant and cordial attitude at all times, even when issues arose.
• Engaged customers and provided high level of service by carefully explaining details about documents.

• Handling Customer queries via chat, calls, and emails. Multi-tasking within all three segments of communication.
• Tracking payments via Razor-pay and Paytm processed by users. Activating user plans and packages.
• Capturing and securing payments via Razor-pay. Highlighting issues or technical bugs within the application to ensure smooth functioning.
• Handling comments on the Google Play store for the Market Pulse application. Maintaining Track of all user queries, feedback, and suggestions to improve the Quality of services.
• Taking that extra mile effort on creating a good customer service experience. Guiding the users on subscription benefits, advantages, and ways to use the application. Helping them to understand the share market via application features.
• Discussing within the teams on progress of each day on handling queries. Documenting details of the customer on leads generated for conversion. Handling customer queries via a chat platform.
• Concurrency of three chats simultaneously on a wide range of client sets. Maintaining track of the number of leads generated.
• Chats are to be monitored to avoid any wrong information being sent out.
• Helping out team members to analyze customer issues to be streamlined.
• Documenting details of the customer on leads generated for conversion.
• Highlighting issues or escalations made by the customer to avoid customer dissatisfaction.
• Thoroughly followed telecommunication scripts to provide detailed, accurate responses to customers in line with company policies.
• Compiled and forwarded recurring customer issues to the team leader to provide lasting solutions.
• Employed a ticketing system to efficiently and promptly respond to customers.
• Used information gathered from customer grievances to curate customer FAQs to serve as part of the company knowledge base.
• Logged customer feedback in line with the process to help businesses improve products and services.
• Worked collaboratively with team members to achieve customer service KPIs.

• Handling Customer queries via a chat platform.
• Concurrency of three chats simultaneously on a wide range of client sets.
• Maintaining track of the number of leads generated.
• Chats are to be monitored to avoid any wrong information being sent out.
• Helping out team members to analyze customer issues to be streamlined.
• Documenting details of the customer on leads generated for conversion.
• Highlighting issues or escalations made by the customer to avoid customer dissatisfaction.
• Worked collaboratively with team members to achieve customer service KPIs.
• Raised any website errors and technical problems promptly to minimise disruptions to web chat service.
• Answered incoming customer contact via live chat to resolve issues and enquiries.
• Responded to every customer query and followed up post-chat to make customers feel valued.
• Logged customer feedback in line with process to help business improve products and services.

Designations: Front Desk Executive

Promoted to - Sr. Executive Quality Control & Training (Promoted on 1st August 2019)

Promoted to - Assistant. Manager Contracts And Commercials. (Promoted in 2021) Facility Management Services

Front Desk Executive (10th September 2018 to 1st August 2019)

• Handling Walk-in, Guests, Vendors, Visitors.
• Transferring Main Board line calls to relevant departments.
• Booking Conference Rooms for Meetings, discussions.
• Help HR department with Joining Candidate’s, cold calling candidates for suitable vacancies.
• Admin activities- Stock Inventory, pantry supplies, Stationery etc.
• Planning Birthday, coordination of Gatherings, office parties.
• Preparing Monthly MIS on tasks achieved during the Month for review.
• Processed and distributed incoming correspondence to relevant staff, facilitating team communication.
• Answered and directed incoming calls to relevant staff members using multi-line telephone system.
• Captured and processed client information, entering data into online systems for wider company use.

Senior Executive Quality Control & Training (01st August 2019 March 2021)

• Brand Management Display of brand managed and controlled.
• Creating Policies & Ensure Standardization.
• Helped manage Company’s System &Standards across all levels of employees.
• Training's provided on Grooming, Discipline to all Blue collar Staff at Sites.
• Tracking data on Training's covered, Progress on employees, Re-training schedules.
• Monthly schedules, Calendars & tasks prepared to close during the Month.
• Quality Audits to ensure Standardization of Brand.
• Conducting surprise checks within the property.
• Creating Policies, procedures to enhance the company standards.
• Responsible for Attendance management for the team & information sharing to the HR department.
• Creating Training Modules, Presentations content for Training.
• Solely responsible for Employee Engagement Activities for Blue Collar Staff at Client Premises.
• Creating & Planning Budgets for all Client Site Employee Engagement Activities
• Handling Customer Feedback via Meetings, Phone calls & emails – Logging Client feedback & follow ups.

• Australian Customer Care for Vodafone
• Handles queries on Billing, refund, and collection of dues.
• Information sharing on customer queries resolved to reporting head.
• Upsell if the customer is interested in upgrading the existing plan – Pitch value adds deals
• Upsell targets to be tracked and achieved.
• Strived to understand customer's billing requirements to identify ways to improve billing requirements and performance for customers.
• Followed up with clients for outstanding overdue to meet DSO metric.
• Administered overdue payments cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation.
• Processed payments over phone and set up recurring drafts.
• Gathered required information from customers for settlement reviews and followed up on management determined results.

• Handling Customer queries via Chats & emails.
• Maintaining Tracker on Successful chats with TAT on resolution.
• Gaining customer delight through chat & logging customer feedback.
• Followed escalation guidelines to escalate complex issues to relevant staff members.
• Raised any website errors and technical problems promptly to minimise disruptions to web chat service.
• Complied with privacy requirements and legislative obligations to avoid compromising confidentiality, privacy and integrity of information.
• Enabled customers to find answers by providing extensive details on system navigation.
• Kept up-to-date on company best practices, procedures and regulations to best meet customer needs.

• Worked in the online shopping process resolving customer queries basis on their orders placed on the online portal
• Maintain trackers for customer queries with TAT on resolution.
• Helping customers to order online and help with technical queries as well.
• Help customers to track orders, rectify if any incorrect orders were placed, also help with refund queries
• Collaborated effectively with customers to ascertain future requirements, adapting services accordingly to retain loyalty.
• Managed high-volume customer calls, providing efficient service to continually meet timeframe targets.
• Implemented continual improvement strategies, effectively maintaining first-class customer service and faultless brand reputation.
• Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
• Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
• Kept client and company files safely stored on CRM system to comply with confidentiality laws and regulations.
• Directed customers to online resources to increase convenience of purchasing.

• Brief candidates on Interview structure, salary, Shift timings, etc.
• Tele-calling through various Recruitment portals such as Naukri, and Monster.
• Maintaining a tracker on all walk-ins, selected and rejected candidates.
• Ensure target candidates selected during In-house drives follow up on the status of joining post-selection.
• Acted as a supportive consultant to recruits, helping them to onboard and settle into new environments.
• Built networks to identify and reach top quality candidates for different industries.
• Conducted phone and face-to-face interviews with candidates utilising excellent judgment.

• Resolving customer queries on Wi-Fi connections &routers from Existing Customers.
• Tracking data & follow-ups on Customers for any unresolved queries.
• Maximised customer satisfaction by resolving service issues promptly.
• Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
• Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
• Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.