Alisha Khanna

Handling Client Communications: I was responsible for handling incoming client communications, including phone calls, emails, and chats. This involves addressing customer inquiries, resolving issues, and providing assistance with orders, deliveries, returns, and other related queries.

I likely provided Multichannel support across various communication channels, including phone, email, and chat. This requires effective communication skills and the ability to adapt to different mediums to assist customers efficiently.

Webinars Support: In addition to traditional customer support channels, I was involved in providing support during webinars conducted by Flipkart. This could involve assisting attendees with technical issues, answering questions related to products or services, and ensuring a smooth webinar experience for participants.

Product Knowledge: As a customer care executive, I was expected to have a thorough understanding of Flipkart's products, services, policies, and procedures. This knowledge is essential for accurately addressing customer inquiries and providing effective support.

Issue Resolution: Resolving customer issues and complaints would have been a key part of my role. This involves identifying the root cause of the problem, providing appropriate solutions or alternatives, and ensuring customer satisfaction.

Client Interaction: I use to interacted directly with Flipkart customers, representing the company and maintaining a professional and helpful demeanor at all times. Building positive relationships with customers is crucial for customer retention and loyalty.

Overall, My role as a customer care executive involved providing support to Flipkart customers through various communication channels, assisting with inquiries and issues, participating in webinars, and ensuring a high level of customer satisfaction.

My core expertise was in Onboarding New Students, with primary responsibility to facilitate the onboarding process for students interested in UPSC studies. This involved guiding them through the registration process, providing them with necessary information about the courses offered, and ensuring they understand what they need to study and learn to prepare for the UPSC exams.

My primary task was offering detailed guidance to students regarding the UPSC exam syllabus, study materials, preparation strategies, and any other relevant information they might need to succeed. This could include discussing subjects, recommended study plans, and resources available to them.

Supporting Throughout the Process: As a Customer Relationship Associate, I was also responsible for providing ongoing support to students throughout their preparation journey. This involved being available to address their queries, clear doubts, and provide assistance whenever needed. You likely communicated with students via various channels such as phone calls, emails, and possibly chat platforms. I was actively involved in handling various forms of customer communications, including calls, emails, chats, and possibly webinars.

Training New Employees: I was also responsible for training newly hired employees on the processes and procedures involved in the customer relationship department. This includes providing comprehensive training sessions, sharing training materials and resources, and offering hands-on guidance to help them understand their roles and responsibilities. This would have included sharing your expertise and knowledge about the UPSC exam process, teaching them how to effectively onboard new students, and providing guidance on how to support students throughout their preparation. This may include providing demonstrations, conducting practice sessions, and offering one-on-one assistance as needed. To help new employees learn and improve their skills, you likely engaged in call shadowing sessions where you observed their interactions with customers. This provided an opportunity to offer real-time feedback, identify areas for improvement, and offer guidance on best practices for effective customer communication.

Ensuring Customer Satisfaction: My overarching goal was to ensure that students felt supported and satisfied with the services provided by Byjus. This involved maintaining a positive and helpful attitude, actively listening to students' concerns, and working towards resolving any issues they might encounter during their preparation.

I oversee the entire process of student loan applications, from receiving applications to disbursing funds. This involves verifying applicant information, assessing eligibility, and ensuring compliance with company policies and regulations.

Payment Processing: Manage various payment platforms such as Northstar, Flywire, Launch, and others. This includes processing loan payments from borrowers, tracking payment histories, and addressing any payment-related issues or discrepancies.

Handle the disbursement of loan funds to borrowers or educational institutions. This involves coordinating with relevant parties to ensure timely and accurate disbursement of funds according to loan agreements. Automated Clearing House (ACH) transfers may be supported, enabling businesses to receive electronic payments directly from customers' bank accounts.

Collections: I manage collections processes for overdue loan payments. This may involve communicating with borrowers to arrange payment plans, initiating collection actions when necessary, and updating records accordingly.

Training New Employees: As part of my role, I have train new employees on various aspects of the student loan process, including application processing, payment handling, and collections procedures. This helps ensure that new hires are equipped with the necessary knowledge and skills to perform their roles effectively. I was responsible for monitoring the performance of new employees during their training period and providing constructive feedback to help them improve. This may involve reviewing recorded calls or interactions, assessing their adherence to company policies and procedures, and offering coaching to help them enhance their skills.

Quality Auditor: I have also served as a quality auditor, responsible for monitoring and evaluating the performance of my team and ensuring adherence to company policies, regulatory requirements, and service standards. This may involve conducting regular audits, providing feedback and coaching to employees, and implementing process improvements as needed and maintaining quality standards through auditing and continuous improvement initiatives.

Planning and conducting audits of various processes, systems, and departments within the organization to assess compliance with quality standards, regulations, and best practices. This includes defining audit scope, objectives, and criteria, as well as performing on-site inspections and interviews.