Deepa Verma
Customer Service Representative @Alight Solutions
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WORK HISTORY
Customer Service Representative @Alight Solutions
CA
Alight Solutions – Customer Care Representative (CCR) Level 2 Sep 2025 – Present • Managed 100+ high-volume inbound and outbound calls weekly, achieving high customer satisfaction through professional and empathetic service. • Conducted call quality evaluations, identifying gaps and implementing targeted coaching sessions that improved team compliance by 15%. • Delivered training and job shadowing programs, boosting team performance and reducing average handling time by 10%. • Provided real-time mentoring and feedback to colleagues, fostering a culture of continuous improvement. • Collaborated with cross-functional teams to streamline processes and enhance service delivery.
SKILLS
ABOUT DEEPA VERMA
At Alight Solutions, as a Customer Care Representative Level 2, I manage a high volume of customer interactions, providing professional and empathetic support. The role includes conducting call quality evaluations, implementing targeted coaching sessions, and collaborating with cross-functional teams to enhance service delivery. With over six years of cumulative experience in customer service and team leadership, I am dedicated to fostering team performance, mentoring colleagues, and driving operational improvements. My goal is to cultivate an environment of continuous growth while ensuring exceptional customer satisfaction.
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