AISHWARYE AHLUWALIA
NEW DELHI
Summary
Highly skilled Senior Customer Service Advisor with background in managing complex customer queries, fostering client relationships, and leading service improvement initiatives. Strengths include problem-solving abilities, team leadership skills, and ability to handle high-pressure situations effectively.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Advisor
Concentrix (Process-Citi Bank)
Gurugram
03.2022 - 08.2024
- Provided high-level customer service to U.S.-based clients, resolving their queries and complaints in a timely manner through inbound calls.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Assisted customers with deposits, withdrawals, transfers, loan payments, and other credit card services.
- Memorized company products and services to answer customer questions quickly and optimize upselling opportunities.
- Advised management on ways to enhance the effectiveness of current systems used by the team.
- Mentored junior team members and managed employee relationships.
- Managed a team of 10+ customer service representatives while ensuring they adhere to all relevant policies and regulations.
- Provided training sessions to new customer service staff on best practices.
Marketing Intern
Sangrah Innovations
New Delhi
01.2021 - 02.2021
- Analyzed market trends to identify potential opportunities.
- Prepared presentations summarizing research findings.
Education
BBA - Banking & Insurance
Maharaja Surajmal Institute
New Delhi, India09-2021
Skills
- Excellent Communication
- Call Handling
- Team Supervision
- Coaching and Mentoring
- Time Management
- Upselling strategies
Languages
Hindi
First Language
English
Proficient (C2)
C2
Punjabi
Intermediate (B1)
B1
Spanish
Beginner
A1
Timeline
Senior Customer Service Advisor
Concentrix (Process-Citi Bank)
03.2022 - 08.2024
Marketing Intern
Sangrah Innovations
01.2021 - 02.2021
BBA - Banking & Insurance
Maharaja Surajmal Institute
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