Vijay Deeben Varma

• Delivered high-quality customer support for Meta’s platform, handling inquiries via chat and email with a focus on accuracy, empathy, and first-contact resolution.
• Resolved complex issues related to account access, content moderation, and policy enforcement, escalating only when necessary.
• Maintained detailed, up-to-date case records using proprietary CRM tools, ensuring smooth handoffs and consistent follow-through.
• Assisted users with navigation and use of Meta’s features, providing clear guidance tailored to individual needs and tech literacy levels.
• Demonstrated strong written communication and active listening to de-escalate tense situations and drive customer satisfaction.
• Adapted quickly to regular policy updates, contributing to a 95%+ QA compliance rate and exceeding response time KPIs

• Resolved complex booking and travel-related issues across phone, email, and chat channels with speed and professionalism.
• Managed escalated cases and coordinated with partners to ensure timely solutions and customer satisfaction.
• Mentored junior agents and supported quality assurance efforts to uphold service standards.
• Collaborated with internal teams to report recurring issues and improve platform functionality.
• Consistently surpassed performance targets in CSAT, resolution time, and quality scores.
• Achieved high levels of first-contact resolution by empowering team members with necessary knowledge base to address diverse client concerns effectively.

• Handled customer inquiries related to credit card and banking services, including transaction verification, billing concerns, and account servicing.
• Specialized in fraud detection and resolution, assisting customers with unauthorized transactions, blocked accounts, and security investigations while adhering to strict compliance protocols.
• Delivered empathetic, solution-focused support, turning potentially negative experiences into positive engagements.
• Ensured strict adherence to security protocols while handling sensitive financial information and identity verification.
• Resolved complaints and complex issues efficiently, escalating only when necessary and ensuring high customer satisfaction.
• Maintained accurate records of interactions and followed up on pending cases to ensure timely resolution.
• Met or exceeded key performance indicators in call quality, average handling time (AHT), and customer satisfaction (CSAT)

• Delivered frontline support to residential and business customers, assisting with mobile, broadband, and billing inquiries through phone and digital channels.
• Coordinated with internal departments to resolve service disruptions, manage escalations, and ensure timely issue resolution.
• Monitored service requests and usage patterns to proactively address potential account concerns and improve customer retention.
• Supported post-sales activities, including service provisioning, contract renewals, and plan upgrades.
• Maintained accurate documentation of customer interactions and service actions using CRM systems, ensuring compliance with company policies.
• Consistently achieved KPIs in response time, first-contact resolution, and customer satisfaction.

• Enhanced customer satisfaction by implementing efficient floor management strategies and maintaining a clean, inviting dining environment.
• Oversaw daily floor operations to ensure seamless guest experiences, maintaining the highest standards of service, cleanliness, and hospitality.
• Acted as the primary point of contact for VIP and long-stay guests, handling special requests, complaints, and personalized service with discretion and efficiency.
• Coordinated with housekeeping, front office, and maintenance teams to promptly address room readiness, service recovery, and guest feedback.
• Conducted regular inspections of rooms and public areas, ensuring compliance with brand standards and health & safety regulations.
• Trained and supervised floor staff, fostering a service-oriented culture and ensuring adherence to operating procedures.

GPA: Grade B/2nd Class Upper

• Elected Captain of SPIRIT International Teak-Kwon-Do Club under 18
• Member of International Teak-Kwon-Do Federation