Alfiya Mujawar

The Customer Experience Center (CEC) Representative is responsible for delivering exceptional service to customers by managing their inquiries, complaints, and feedback. They will handle inbound and outbound communications through various channels (phone, email, live chat, etc.), ensuring a positive customer experience while adhering to company policies and standards. The CEC Representative plays a critical role in maintaining customer satisfaction and loyalty.

Key Responsibilities:

- Resolved loan-related concerns and queries via email, ensuring timely and effective solutions
- Managed and responded to customer emails, achieving [X]% resolution rate
- Collaborated with internal stakeholders (e.g., operations, credit teams) to resolve complex customer issues
- Provided product expertise and support to customers, enhancing customer satisfaction
- Analyzed customer feedback to identify areas for improvement and implemented process changes
- Consistently met or exceeded productivity and performance standards

• Company Overview: BPO Sector
• BPO Sector

Customer Service Representative

- Handled inbound customer calls, resolving queries and concerns
- Consistently met or exceeded service level targets
- Developed strong communication and problem-solving skills
- Completed training programs in customer relationship management and conflict resolution

• Company Overview: BPO Sector
• BPO Sector

Sales Executive - Smart EMI Card

Key Responsibilities:

- Generated sales of Smart EMI Card, a consumer financing product
- Built relationships with customers, understanding their financial needs
- Conducted product demonstrations, explaining features and benefits
- Achieved sales targets, consistently meeting or exceeding performance goals
- Collaborated with cross-functional teams to resolve customer queries

Achievements:

- Consistently exceeded monthly sales targets
- Successfully acquired and retained a large customer base
- Developed strong understanding of consumer financing and credit markets
- Implemented effective sales strategies to penetrate new customer segments

Skills:

- Sales and marketing
- Customer relationship management
- Product knowledge (consumer finance, credit cards)
- Communication and negotiation
- Team collaboration