Monika Verma🌻
Operations Executive — Online Chat Representative
About
Customer Success and Operations professional with 2+ years of experience across fintech, BFSI, and e-commerce environments, skilled in high-volume customer interactions, issue resolution, service quality, process improvement, documentation, and SOP adherence.
Experience
Operations Executive — Online Chat Representative
Etech Global Pvt Ltd
May 2024 – Mar 2026 · Gandhinagar, India
Managed 30–40 daily multi-channel customer interactions across chat, calls, and email, ensuring timely, accurate, and empathetic resolution. Maintained high customer satisfaction and first-contact resolution by identifying root causes. Shared recurring query patterns with team leads and quality teams to reduce repeat contacts. Coordinated with quality, operations, and team leads via Slack and RingCentral to escalate and close complex issues within SLA. Recognised as a top performer within the first month and received continuous performance appreciation for service quality and reliability. Handled escalations with composure and resolved concerns within committed timelines.
E-Commerce Executive — Chat Associate
TTEC India Pvt Ltd
Nov 2023 – Apr 2024 · Ahmedabad, India
Supported customers on the eBay platform across 20–30 daily interactions involving orders, deliveries, returns, and account issues. Maintained consistent service quality and positive customer feedback through clear, accurate, solution-focused communication. Liaised with team leads and quality teams to identify recurring service gaps and improve resolution processes. Analysed complaint trends, identified root causes, and implemented effective resolutions. Promoted from Trainee to On-Role based on consistent performance, reliability, and process adherence.
Senior Officer (Promoted from Trainee)
ICICI Bank Ltd
Jul 2022 – Jan 2023 · Gandhinagar, India
Managed day-to-day branch operations including transaction processing, account maintenance, and documentation using Finacle and CRM systems. Processed 30–35 daily banking transactions with accuracy and zero cash reconciliation discrepancies across six months. Attended to customer queries and service requests by phone, email, and in person with full SOP compliance. Built client relationships through personalised, professional service focused on trust and long-term satisfaction.
Education
Gujarat University
Bachelor of Commerce, Accounts & Computer Applications
2021
Mount Carmel Higher Secondary School
Higher Secondary Certificate, Commerce
2018