Akshta Singh
Pune
Overview
4
4
years of professional experience
Work History
Process Associate
Tata consultancy service
Pune
02.2024 - Current
- Identified needs of customers promptly and efficiently.
- Participated in regular team meetings and provided input on ways to improve existing processes.
- Assessed company operations for compliance with safety standards.
- Performed data entry tasks to update customer records and maintain accuracy of information.
- Maintained positive working relationship with fellow staff and management.
- Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
- Assisted with customer requests and answered questions to improve satisfaction.
- Worked effectively in team environments to make the workplace more productive.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Recognized by management for providing exceptional customer service.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Technical Support Advisor
Tech Mahindra
Pune
01.2023 - 02.2024
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Maintained positive working relationship with fellow staff and management.
- Assisted customer in understanding products, components and systems using technical demonstration.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Managed the configuration and setup of customer accounts and systems.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Monitored server performance and troubleshot any errors or issues that arose.
- Implemented feedback from customer satisfaction surveys to improve service quality.
- Used remote login tools to assist clients with technical and product questions.
- Participated in regular team meetings for status updates and brainstorming ideas.
- Provided support to customers via telephone, email and online chat.
- Conducted remote diagnostics to identify and solve technical problems.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Diagnosed hardware and software problems related to customer's environment.
- Updated customer information and account status in the database following each interaction.
- Demonstrated advanced product knowledge to solve customer issues.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Served as first point of contact for incoming technical service calls and emails.
- Performed system configuration changes according to customer requirements.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Developed and maintained strong relations with customers to meet quality expectations.
Customer Service Executive
Amazon
Pune
06.2020 - 01.2023
- Responded promptly to emails sent by customers seeking assistance.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Contacted supervisor immediately when issues required escalation to avoid lost revenue.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Strengthened customer retention by offering discount options.
- Processed orders accurately and efficiently in accordance with company policies.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Promoted available products and services to customers during service, account management and order calls.
- Monitored customer feedback regularly to identify areas for improvement in services offered.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Explained benefits and advantages of different product and service offerings to customers.
- Communicated effectively with team members to ensure timely response times for customers.
- Assisted customers with product returns or exchanges according to established guidelines.
- Identified opportunities for process improvement within the customer service department.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Ensured that all customer queries were handled quickly and professionally.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Assisted with customer requests and answered questions to improve satisfaction.
- Recognized by management for providing exceptional customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked effectively in team environments to make the workplace more productive.
Education
High School Diploma -
Cygent Public School
Pune06-2024
Skills
- Problem solving
- Excel
- User Training
- Microsoft word
- Power Point Presentation
- Strong communication skill
- Analysis
Timeline
Process Associate
Tata consultancy service
02.2024 - Current
Technical Support Advisor
Tech Mahindra
01.2023 - 02.2024
Customer Service Executive
Amazon
06.2020 - 01.2023
High School Diploma -
Cygent Public School