Vrushali Marathe

Customer Service Representative (Bell) @Nqx

CA

Manage high-volume consumer accounts by conducting detailed financial and need-based conversations to assess risk and recommend appropriate solutions.• Negotiate payments, service adjustments, and value-based options while maintaining a positive and professional customer experience.• Handle 60+ daily customer interactions, including emotionally charged and non-cooperative situations, using empathy and firm decision-making.• Balance customer advocacy with business risk by enabling continued service and spending on low-risk accounts while mitigating exposure on higher-risk accounts.• Maintain 90%+ customer retention through effective issue resolution and trust-building communication.• Accurately document account actions and decisions in internal systems while adhering to compliance and operational guidelines.