Anunay Raj

Senior Associate Customer Support

Tech Mahindra • Período integral

Dec 2024 - Present • 1 yr 9 mos

At present, I am working as Senior Associate for Klarna, Buy Now, Pay Later (BNPL) services, And liable to provide best in class Customer service. My responsibilities includes to Handle three concurrent chats while consistently meeting quality and productivity targets. Assist Klarna customers with inquiries related to payments, orders, refunds, installment plans, account access, merchant transactions, and dispute resolution. Along with Investigating complex concerns, collaborate with internal teams when required, and deliver accurate, timely resolutions to ensure a seamless customer experience. Maintaining compliance with data privacy and security policies while demonstrating strong communication, multitasking, and problem-solving skills in a fast-paced environment. Chat Process Associate For Verizon Wireless (Jan 2025 - December 2025) Delivered customer support by troubleshooting account and service-related issues, resolving billing discrepancies, and managing plan or device changes. Handled investigations related to unauthorized transactions and ensured accurate issue resolution. Provided comprehensive support for account management, service requests, and escalations while maintaining service quality standards. Contributed to retention efforts by identifying customer pain points, recommending appropriate solutions, and improving overall customer experience through effective communication and problem solving

Senior Process Executive

Infosys • Período integral

Jun 2022 - Oct 2024 • 2 yrs 4 mos

Provided technical support via chat for CenturyLink customers, troubleshooting home phone and internetservice issues including connectivity problems, call quality concerns, router and Wi-Fi troubleshooting, andservice disruptions. Guided customers through plan upgrades and equipment changes to enhance servicereliability. Coordinated fi eld technician visits for complex issues and ensured timely follow-up. Maintained service levelagreements by meeting turnaround and handling time targets while eff ectively managing multiple concurrentchats and delivering high-quality customer support. Later, I transitioned to the role of a Service Desk Trainee to provide support for GE Vernova for a period of 6months Provided basic IT support via chat, phone, and email, handling common issues like computer/laptop troubleshooting, printers, Wi-Fi/VPN, and Microsoft 365 (Outlook, Teams) and routed the issues to L1 teams