Mani Saluja

Detail-oriented and customer-centric Support Professional with extensive hands-on experience managing high-volume email and chat-based customer service operations within Salesforce CRM. Delivered high-quality chat and email support, utilizing active listening to ensure customers felt heard, valued, and comprehensively supported. Skilled in fostering customer relationships to drive product engagement. Strong communicator with a keen eye for detail. Managed a high volume of simultaneous customer requests, consistently meeting strict key performance indicators (KPIs) including Customer Satisfaction (CSAT) scores, First Contact Resolution (FCR), and Average Handle Time (AHT).

Handled chargeback cases where customers raise a dispute and we need to fight the dispute or accept that. Part of T2 que and having good product knowledge, which led to occasional requests from management to assist nesting or bootcamp team members. Helped train new team members by sharing my knowledge of our products and assisting them with tricky customer issues. Was flexible in switching between different types of customer communication while sticking to company rules and making sure customers were satisfied. Supported management by mentoring new team members, helping them improve their skills and performance.

I was a part of international campaign and it was food and grocery delivery app. Handling Customer Inquiries via chat as well as call. Escalation of Issues, Recognizing complex issues and escalating them to the appropriate internal teams for resolution. Managing Multiple Chat Conversations, Effectively managing multiple chat sessions with concurrency of 3 chats. Adhering to Service Level Agreements (SLAs), Ensuring timely resolution of customer issues within established SLAs. Handling financial criteria by adding applicable pay to shoppers/customers.