T
Toshika Nagpure
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Pune, Maharashtra, India
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work
Full-time jobs
Starting at
INR100k/month ~USD1.04k/month
Résumé
Jobs
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Customer Support Team LeadSupportYourAppJul 2025 - Jul 2026 (1 year 1 month)• Lead and coach a global, multi-channel front-line support team, managing day-to-day operations, workload distribution, queue management, and service delivery across a shift-based model. • Own team performance against SLAs, KPIs, QA standards, response times, resolution accuracy, and customer satisfaction targets, consistently driving operational and service improvements. • Manage workforce planning, shift scheduling, attendance, and schedule adherence using ZoomShift and BambooHR, while leveraging Asana for team task and project tracking. • Handle complex customer escalations and high-risk cases, partnering cross-functionally with Account Management and Operations to drive timely resolution and protect customer relationships. • Provid- BCustomer Support & Fulfilment Team LeadBridgeTalent Pvt. Ltd.Jan 2023 - Jul 2025 (2 years 7 months)• Scaled multi-channel fulfillment operations and led multiple global front-line teams, ensuring consistent service delivery against contractual commitments while maintaining 100% order fulfillment accuracy. • Managed SLAs, KPIs, quality metrics, workforce planning, and operational performance across teams, driving productivity, service quality, customer satisfaction, and retention. • Led escalations and cross-functional coordination across product lines, identifying operational risks, resolving complex customer issues, and stabilizing processes. • Led a targeted chargeback retention campaign, personally handling escalated customers who initiated chargebacks, understanding root causes, resolving service concerns, and persuading customers
- Talent Acquisition AssociateCynet CorpSep 2022 - Jan 2023 (5 months)• Managed full-cycle recruitment for U.S. healthcare organizations. • Sourced candidates through LinkedIn, Facebook, and job portals. • Coordinated interviews, onboarding, documentation, and salary negotiations. • Built talent pipelines and maintained ATS records.
- HealthCare Insurance AssociateCognizantFeb 2022 - Sep 2022 (8 months)-Provided customer support to healthcare providers and medical professionals through phone and email, assisting with insurance billing, claims, and coverage-related inquiries. -Explained healthcare insurance coverage, benefits, and billing processes accurately while ensuring compliance with company and client policies. -Resolved billing discrepancies, claim-related issues, and payment queries by coordinating with internal teams and healthcare providers. -Recognized for strong performance and entrusted with additional responsibilities in Quality Assurance. -Conducted quality audits by evaluating customer interactions, call recordings, and documentation to ensure adherence to quality standards and compliance requirements. -Delivered coaching,
- B2B Operations AssociateAmazonJun 2020 - Oct 2021 (1 year 5 months)• Promoted from Customer Service Associate to B2B Operations within a global e-commerce organization, supporting customers and business clients across multiple service channels. • Handled high-volume customer interactions through chat and calls, proactively resolving order, invoice, payment, and service-related issues while delivering a high standard of customer experience. • Managed procurement requests, invoices, and technical issues, coordinating with relevant teams to ensure timely and accurate resolution. • Proactively addressed customer concerns and service issues to prevent unnecessary refunds, charges, and repeat contacts while protecting customer satisfaction and business outcomes. Supported end customers throughout their purcha
Education
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- NMBA – Business AdministrationNmimsJan 2022 - Jan 2024 (2 years 1 month)
- DBachelor of Computer Applications (BCA)Dr. D.Y. Patil Institute of TechnologyJan 2016 - Jan 2019 (3 years 1 month)