Aayushi Shetty
Andheri, Mumbai
Summary
Personable and dedicated Customer Service Representative with extensive experience in various sector. Solid team player with upbeat attitude and proven skill in establishing rapport with clients.
Overview
7
7
years of professional experience
Work History
Customer Experience [Team Leader]
OneAssist Consumer Solutions Pvt Ltd
Mumbai
05.2021 - Current
- Managing customer complaints and queries escalated directly to Top management (Founder and Director), Social media escalations (e.g., Twitter, LinkedIn, Mobile App), Legal.
- Conducting detailed analysis of received complaints and presenting findings to Management with RCA and recommendations for corrective and preventive measures.
- Consistently following up with customers and relevant departments to ensure urgent resolution of cases.
- Thoroughly studying failure points and identifying gaps for process improvement, collaborating with the process development department.
- Compiling monthly/quarterly team reports and sharing them with Management. Preparing escalation stories for all escalated products, discussing with Management for workarounds and improvements in required areas.
Guest Relations
Saffronstays Pvt Limited
Mumbai
03.2019 - 05.2021
- Manage internal lead bookings and coordinate reservations.
- Confirm bookings with guests and communicate further processes. Accommodate preferences and special requests for guests.
- Liaise with internal stakeholders to ensure a seamless guest experience.
- Oversee check-in and check-outs for guests.
Address feedback and online reviews from guests. Handle guest complaints effectively. - Identify new prospects through cold calling efforts.
Customer Service Executive (CRM - Time&Expense)
Accenture Solutions Pvt Limited
Mumbai
03.2017 - 04.2018
- Act as a primary source of information for all Time & Expense inquiries and processes, including Expense clearance.
- Utilize SAP to verify employee Expenses and Reimbursements. Identify and escalate issues affecting service quality.
- Meet or exceed employee expectations within policy guidelines.
- Maintain accurate records and track interactions using CRM systems. Provide exceptional service by empathizing with employee concerns.
Education
Post Graduate Diploma in Business Management - Marketing
Garware Institute, Mumbai University
Mumbai06-2017
Bachelors of Commerce -
SIES COLLEGE OF COMMERCE AND ECONOMICS
Mumbai01-2015
SSC -
OUR LADY OF GOOD COUNSEL HIGH SCHOOL,SION MUMBAI
Mumbai01-2010
Skills
- Quick learner
- Best in Team Work and Team Handling
- Team Training
- Data Analysis
- Attention to Details
- Problem Solving Skills
Interests
- Travelling
- Driving
- Listening Music
- Sports [Cricket, Badminton]
Personal Information
- Date of Birth: 29.04.1995
- Gender: Female
- Nationality: Indian
- Religion: Hindu
Languages
- English
- Hindi
- Marathi
Timeline
Customer Experience [Team Leader]
OneAssist Consumer Solutions Pvt Ltd
05.2021 - Current
Guest Relations
Saffronstays Pvt Limited
03.2019 - 05.2021
Customer Service Executive (CRM - Time&Expense)
Accenture Solutions Pvt Limited
03.2017 - 04.2018
Post Graduate Diploma in Business Management - Marketing
Garware Institute, Mumbai University
Bachelors of Commerce -
SIES COLLEGE OF COMMERCE AND ECONOMICS
SSC -
OUR LADY OF GOOD COUNSEL HIGH SCHOOL,SION MUMBAI
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