Summary
Overview
Work History
Education
Skills
Timeline
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Muskan Swarnkar

Senior Associate | Customer Support Specialist
Indore

Summary

Highly motivated and empathetic customer support professional with 3.5 years of total experience in delivering exceptional service across chat, email, and voice channels. With a background in fast-paced service environments like WNS Global Services, TaskUs, and Altruist, I specialize in resolving complex queries, ensuring customer satisfaction, and exceeding key performance metrics. Skilled in using tools like Salesforce, Zendesk, JIRA, and Excel, I bring a customer-first approach, strong attention to detail, and the ability to adapt quickly to changing processes.

Overview

5
5
years of professional experience
2
2
Languages

Work History

Senior Associate

WNS Global Services
06.2023 - Current
  • Delivered real-time chat support to customers across global markets, managing high ticket volumes efficiently.
  • Resolved billing, service, and technical queries with empathy and attention to detail.
  • Maintained SLA compliance, and received positive customer feedback for effective problem-solving.
  • Collaborated with internal departments for escalation and timely resolution.
  • Contributed to internal documentation and best practices for process improvements.

Customer Care Executive

TaskUs (DoorDash Process)
10.2021 - 05.2023
  • Provided chat and email support to DoorDash users, resolving delivery issues, refunds, and app glitches.
  • Maintained high CSAT scores through timely and thoughtful responses.
  • Coordinated with cross-functional teams to manage escalated delivery concerns.
  • Maintained accurate logs of interactions, supporting service insights, and quality control.

Relationship Manager

Altruist
12.2020 - 10.2021
  • Delivered inbound and outbound voice support for Airtel postpaid customers.
  • Helped customers with plan upgrades, billing inquiries, and network issues.
  • Ensured accurate data entry and maintained follow-ups for unresolved queries.
  • Participated in daily huddles and product training to stay current with offerings.

Education

Bachelor of Education (B.Ed.) -

DAVV, Indore
Indore
04.2001 -

Bachelor of Arts -

Devi Ahilya Vishwavidyalaya (DAVV)
Indore
04.2001 -

Skills

    Organizational Skills: Multichannel Customer Support (Chat, Email, Calls)

    SLA & CSAT Management

    Conflict Resolution & Customer Retention

    Time Management & Adaptability

    Quality Assurance & Process Documentation

    Team leadership

    Performance monitoring

    CRM Tools: Salesforce, Zendesk, Slack

    Ticketing Tools: JIRA, Freshdesk
    Microsoft Excel & Google Sheets


Timeline

Senior Associate

WNS Global Services
06.2023 - Current

Customer Care Executive

TaskUs (DoorDash Process)
10.2021 - 05.2023

Relationship Manager

Altruist
12.2020 - 10.2021

Bachelor of Education (B.Ed.) -

DAVV, Indore
04.2001 -

Bachelor of Arts -

Devi Ahilya Vishwavidyalaya (DAVV)
04.2001 -

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Muskan SwarnkarSenior Associate | Customer Support Specialist