Augustine lapasam

Operations and Customer Service Professional

Kolkata, West Bengal Remote Full-time 9+ yrs exp 95 · Outstanding

About

Operations and Customer Service Professional with 8+ years of experience in collections, order management, customer support, billing operations, and technical support across global organizations. Proven ability to manage high-volume operations, resolve customer escalations, ensure compliance, coordinate with cross-functional teams, and support continuous process improvement. Recognized for maintaining high customer satisfaction and quality performance while delivering consistent operational results. Currently expanding analytical capabilities through SQL Fundamentals and AI-powered productivity tools.

Skills & Expertise (16)

Microsoft Excel Advanced

8.5/10

Years Exp

Microsoft Office Suite Advanced

8.5/10

Years Exp

Operations Management Advanced

8.0/10

Years Exp

stakeholder communication Advanced

8.0/10

Years Exp

Cross-Functional Collaboration Advanced

8.0/10

Years Exp

Team Collaboration Advanced

8.0/10

Years Exp

Process Improvement Advanced

7.5/10

Years Exp

Performance Monitoring & Reporting Advanced

7.5/10

Years Exp

Customer Relationship Management Advanced

7.5/10

Years Exp

Order Management Advanced

7.0/10

Years Exp

Technical Troubleshooting Advanced

7.0/10

Years Exp

ChatGPT Intermediate

6.0/10

Years Exp

AI Productivity Tools Intermediate

6.0/10

Years Exp

AI-assisted data analysis Intermediate

6.0/10

Years Exp

SQL Fundamentals Intermediate

5.5/10

Years Exp

Technical Support (L1 / L2)

Work Experience

Senior Representative - Collections

Synchrony International Services Pvt. Ltd.

Mar 2021 - Present

Manage customer accounts and negotiate payment arrangements to resolve delinquent balances. Consistently maintained approximately 98% quality and customer satisfaction performance through effective communication and issue resolution. Maintain accurate account documentation and ensure compliance with organizational policies and regulatory standards. Handle customer escalations and provide effective resolutions while maintaining service quality standards. Manage operational queues and prioritize workloads to achieve business objectives. Collaborate with internal teams to improve customer outcomes and operational efficiency. Assist team members with process-related guidance and knowledge sharing to support operational consistency.

Order Management Specialist

Dell International Services India Pvt. Ltd.

Mar 2020 - Dec 2020

Managed end-to-end order processing and customer communications. Coordinated with sales, logistics, and vendor teams to ensure timely order fulfillment. Monitored order status, resolved discrepancies, and maintained service-level expectations. Generated operational reports and tracked order-related metrics. Resolved customer inquiries and shipment-related concerns.

Senior Associate - Technical Support (Verizon US)

Tech Mahindra Ltd.

Aug 2018 - Feb 2020

Provided technical support for internet, voice, and television services. Diagnosed and resolved service issues through structured troubleshooting. Managed customer escalations and coordinated technician dispatches. Consistently delivered high-quality customer service and achieved performance targets. Supported revenue growth through service upgrades and customer retention initiatives.

Senior Associate - Technical Support & Customer Service (TalkTalk UK)

Wipro Ltd.

Jul 2015 - May 2017

Provided technical support, billing assistance, and account management services. Resolved customer issues related to services, billing discrepancies, and order status. Ensured prompt issue resolution while maintaining customer satisfaction standards. Assisted customers with account modifications, upgrades, and service-related requests.