Mounisha A Umashankar

Customer Service Specialist @BT Group

Belfast, GB

Handled customer billing enquiries with professionalism and empathy across phone, chat, and email support channels- Resolved account, payment, and invoice-related issues efficiently while maintaining high customer satisfaction- Educated customers on billing processes, payment methods, and plan adjustments, ensuring full understanding and transparency- Logged interactions and updates accurately in internal CRM systems, following data protection and confidentiality standards- Collaborated with internal departments to escalate and resolve complex billing queries and account discrepancies- Met performance targets in areas such as first-call resolution, call handling time, and customer experience scores (FCR/NPS).

Kings Cornerstone International College

Higher National Diploma in Business studies

SBOA School & Junior College

Business/Commerce, General

Ulster University

BSc (Hons), Business Studies