Certified customer care professional with hands-on experience in omnichannel support, specializing in chat and email communication. Proficient in ServiceNow ticketing, CRM tools, and delivering first-contact resolution in high-volume environments.
Detail-oriented and certified Customer Care Professional with hands-on experience in omnichannel customer support, specializing in chat and email communication. Proficient in managing incoming digital inquiries, resolving customer issues using CRM tools, and tracking incidents via ITSM platforms like ServiceNow.
Possesses exceptional written communication, active listening, and problem-solving skills, with a proven track record of meeting strict SLA benchmarks in high-volume support environments. Passionate about delivering empathetic, accurate, and timely resolutions.
Kurnool, Andhra Pradesh · Open to Remote
Every customer interaction is a chance to make a difference. I combine empathy with precision to deliver support that truly counts.
— Jalagari Anjali
Expertise in digital customer support, CRM tools, and ServiceNow ticketing with a focus on chat and email channels
Real-world projects demonstrating customer support excellence, automation, and CRM proficiency
Managed high-volume live chat operations handling 60+ daily inquiries. Achieved 95% CSAT with 4.2 min average response time through efficient triage and empathetic communication.
Streamlined email-to-case workflows using ServiceNow, reducing average response time by 25% through automated routing, canned responses, and priority-based triage.
Configured ServiceNow incident tracking dashboards to monitor SLA adherence, resolution times, and ticket aging. Drove first-contact resolution rate improvement.
Authored and maintained knowledge base articles for common customer issues, reducing repeat inquiries by 30% and enabling faster self-service resolution.
Designed and implemented a structured escalation workflow collaborating with technical teams, reducing complex issue resolution time by 35%.
Maintained accurate customer contact logs and CRM records, ensuring complete case histories. Reduced data discrepancies by 40% through systematic record-keeping.
Industry-recognized certifications validating expertise in customer care and digital operations
NCVET / IT-ITES Council · 96.67%
Board of Intermediate Edu., AP
Word, Excel · Productivity
Chat & Email Specialization
Professional journey in customer support at Tech Mahindra
Tech Mahindra Limited · Noida, Uttar Pradesh
Managing high-volume incoming customer inquiries through written chat and email channels, ensuring first-contact resolution. Utilizing ServiceNow for digital ticket management, service tracking, and accurate incident logging. Collaborating with cross-functional technical teams to accelerate resolution of complex issues. Adhering strictly to corporate quality benchmarks, data security policies, and SOPs.
Tech Mahindra Limited · Noida, Uttar Pradesh
Completed intensive training in digital business operations, clearing the final assessment with a score of 96.67%. Developed advanced skills in customer-centric communication, written empathy, and active listening. Maintained customer contact logs and updated CRM records to ensure accurate case histories.
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