Akanksha Golhani

Noida

Summary

Versatile Support Specialist skilled handling data, technical issues and personnel support tasks in distributed environment. Self-motivated and attentive with good interpersonal and problem-solving abilities.

Overview

year of professional experience

years of post-secondary education

Work History

Customer Care Support Specialist

Ienergizer

04.2024 - Current

Provided excellent customer service and support, addressing a wide range of customer inquiries and resolving issues efficiently.
Ensured Quality Assurance by monitoring and reviewing interactions to maintain service excellence and compliance with company standards.
Handled External Customer Management, maintaining strong relationships with key stakeholders to ensure service delivery aligned with client expectations.

Education

Diploma - Event Management

NAEMD

01.2017 - 01.2018

Bachelors - Commerce

BUNDELKHAND UNIVERSITY

01.2014 - 01.2017

Skills

Customer relationship management

Remote support

Ticket management

Call management

Accomplishments

Maintained an average Customer Satisfaction (CSAT) score of 95%+ over 12 consecutive months by handling complex voice queries with empathy, active listening, and prompt resolution.
Streamlined call scripts and optimized resolution techniques, resulting in a 20% reduction in Average Handling Time (AHT) without compromising on service quality or first-call resolution.

Timeline