Summary
Overview
Work History
Education
Skills
Languages
Affiliations
Timeline
Generic

Aanchal Divekar

NASHIK

Summary

Personable and dedicated Customer Service Representative with extensive experience in customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

3
3
years of professional experience

Work History

Virtual Customer Service Representative

Amazon
Nashik
09.2022 - 03.2023
  • Managed incoming customer inquiries through chat, providing timely and effective solutions to ensure customer satisfaction.
  • Resolved escalated customer issues by actively listening, empathizing, and finding creative solutions to exceed customer expectations.
  • Collaborated with cross-functional teams to streamline processes and improve customer service delivery, resulting in a 20% increase in customer satisfaction ratings.
  • Conducted regular customer feedback surveys to assess satisfaction levels and implemented targeted improvements based on feedback to enhance overall customer experience.
  • Processed orders, forms, applications and requests in accordance with established procedures.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Reservations Agent

Thousand Nights Camp
Muscat
11.2021 - 04.2022
  • Greeted customers and provided assistance to guests over the phone.
  • Assisted customers with reservations and cancellations in accordance with hotel policies.
  • Processed payment transactions accurately and efficiently.
  • Generated daily reports on occupancy levels for management review.
  • Managed incoming reservations for a high-volume hotel, efficiently processing bookings and cancellations with accuracy and attention to detail.
  • Utilized computerized reservation systems to confirm guest accommodations, providing exceptional customer service and resolving any issues or concerns promptly.
  • Collaborated with sales and marketing teams to promote special offers and packages, resulting in increased revenue and occupancy rates.
  • Maintained up-to-date knowledge of hotel amenities and local attractions to assist guests in making informed decisions about their stay.

Customer Service Representative

Virgo BPO Services
Nashik
07.2020 - 12.2020
  • Managed high volume of customer inquiries and complaints through phone, achieving a 90% customer satisfaction rating.
  • Resolved complex customer issues by identifying root causes and implementing effective solutions, resulting in a decrease in escalated cases.
  • Developed and implemented new customer service processes that improved efficiency and reduced response times by 30%.
  • Collaborated with cross-functional teams to gather customer feedback and make data-driven recommendations for product and service improvements.

Education

Diploma in Aviation And Hotel Management - Aviation And Hotel Management

Airline And Hotel Management Academy
Nashik
03-2020

GED -

Krantiveer Vasantrao Narayanrao Naik College
Nashik
02-2019

High School Diploma -

New Era English School
Nashik
03-2017

Skills

  • CRM Software
  • File Maintenance
  • Call handling
  • Appointment Scheduling
  • Order Processing
  • Customer Service
  • Active Listening
  • Policies and Procedures Adherence
  • Customer Relationship Management (CRM)
  • Interpersonal Communication
  • Inbound and Outbound Calling
  • Quality Assurance Controls
  • Team Collaboration
  • Relationship Building

Languages

Marathi
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Affiliations

  • Playing Badminton
  • Listening to Music
  • Yoga
  • Poetry

Timeline

Virtual Customer Service Representative

Amazon
09.2022 - 03.2023

Reservations Agent

Thousand Nights Camp
11.2021 - 04.2022

Customer Service Representative

Virgo BPO Services
07.2020 - 12.2020

Diploma in Aviation And Hotel Management - Aviation And Hotel Management

Airline And Hotel Management Academy

GED -

Krantiveer Vasantrao Narayanrao Naik College

High School Diploma -

New Era English School

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Aanchal Divekar