Shalini Mandal
Process & Operations Specialist | 5+ Years in Process and Workflow Optimization & Escalation Handling | Driving Efficiency, Partner Management & Customer Success | Skilled in Salesforce CRM, Reporting & SLA Compliance
- Role
- Senior Process Executive at Cognizant
- Location
- Gurugram, HR, IN
- LinkedIn followers
- 500 followers
About Shalini Mandal
POSITIVE EXPECTATIONS ARE THE MARK OF THE SUPERIOR PERSONALITY.”Operations professional with 5+ years of experience in process management, escalation handling, and workflow optimization. Skilled in multi-channel support, partner management, and data-driven reporting using Salesforce CRM and MS Office/Google Suite. Open to operations roles where I can drive efficiency, streamline processes, and enhance business performance.
Experience
Senior Process Executive
Aug 2024 — Present · Gurugram, IN
Handled multi-channel customer support, resolving queries related to transactions, refunds, accountaccess, and service usage.Delivered accurate, timely, and empathetic resolutions, maintaining high customer satisfaction (CSAT)and first contact resolution (FCR) scores.Documented and tracked cases in CRM systems, collaborating with cross-functional teams toefficiently resolve escalations.Guided customers on product usage and best practices while consistently achieving AHT, quality, andoperational performance targets.
Education
Lovely Professional University
Bachelor’s Degree
2015 — 2019
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