Aditi Jogani
Ahmedabad
Summary
Highly motivated and experienced service professional with five plus years of experience providing excellent customer service to clients. Skilled in using technology to improve customer experience, problem-solving, and multitasking.
Overview
6
6
years of professional experience
Work History
Operations Intern
Etech Global Services
Ahmedabad
01.2020 - 12.2021
- Proven abilities in maintaining excellent employee and customer satisfaction indexes
- Perform the tasks of monitoring, organizing, and coaching team on a daily basis
- Handle responsibilities of communicating the company's purpose, core values, vision to the front employees
- Identify new ways to increase the Production and Quality to meet the SLA's
- Facilitate cross-functional communication within employees to improve working environment
- Draft general reports on performance and targets of team members as well as ensure that they exceed the targets
- Handling / managing a team of 12 agents
- Handling external client complaints, coordinating for root cause analysis and preparing CAPA
- Organizing MIS of customer complaint and presenting in monthly Quality Review
- Strong and regular interaction based on results with the clients in Weekly Tele-Conference calls
- Handling client and customer escalations on phone and e-mails
- Attending weekly / monthly / quarterly and yearly business reviews.
- Worked as a Telecaller for International Sales Process
- Assisted customers with selling Internet, TV & Phone Sevices
Sr Associate
WNS Global Services
Pune
07.2018 - 12.2019
- Success in meeting new technical challenges and finding solutions to meet the need of the client/customers
- Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Handling external client complaints, coordinating for root cause analysis and preparing CAPA
- Handling client and customer escalations on phone and e-mails.
Customer Service Associate
Amazon Development Centre India Pvt. Ltd
Pune
10.2015 - 10.2017
- Handling all skills and customer segments call inquiries, complains, and requests
- Promoting the alternative delivery channels in all calls
- Delegated by the team leader to handle the team meetings, quality, and performance achievements.
Education
Diploma In Mechatronics Engineering -
Motichand Lengade Bhartesh Polytechnic
01.2013
Skills
- Microsoft Office
- Word
- Excel
- Operational Efficiency
- Cross-Functional Teamwork
- Adaptability and Flexibility
- Attention to Detail
- Interpersonal Communication
- Interpersonal Skills
- Decision-Making
Languages
- English, Professional
- Hindi, Fluent
- Marathi, Fluent
Timeline
Operations Intern
Etech Global Services
01.2020 - 12.2021
Sr Associate
WNS Global Services
07.2018 - 12.2019
Customer Service Associate
Amazon Development Centre India Pvt. Ltd
10.2015 - 10.2017
Diploma In Mechatronics Engineering -
Motichand Lengade Bhartesh Polytechnic
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