Amita Mukherjee
THANE (W)
Summary
Communicative Customer Service Executive experienced in solving problems and building great client rapport. An enthusiastic team player. Pursuing a new position where hard work and honesty will be valued. Reliable Customer Service Executive used to building lasting client relationships. Seeking the opportunity to boost a company's success through attention to detail and the drive for excellence.
Overview
24
24
years of professional experience
Work History
Customer Service Executive
Envalior (LPM) India Pvt Ltd
Thane
10.2023 - Current
- Taking care of South, East & North region customers
- Processing New Customer creation in SAP Working on SAP Application from creation of sales orders, delivery Reconciliation of every customer’s accounts
- Coordinating with the regional sales team for order compilation Taking care of Imports by placing orders in Germany
- China & Belgium, monitoring the production & updating the ETA’s to regional sales team
- Coordinating with Domestic customers to ensure timely dispatch of material
- Follow ups with customers for payments
- Ensuring timely payments based on their payment term
- Generating monthly sales reports & sharing with the whole team
- Handling customer complaints and providing timely support and resolution
- Issuing debit and credit notes quarterly & yearly basis.
- Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service.
- Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies.
- Communicated with customers through phone calls, online chats and emails to assess customer needs and provide solutions.
- Trained new staff on customer service protocols and systems, fostering a team-oriented environment.
- Participated in team meetings to share best practices and updates on customer service initiatives.
Customer Service Executive
Lanxess Performance Materials (India) Pvt Ltd ( Previously known as Lanxess India Pvt Ltd
Thane
02.2014 - 09.2023
- Taking care of South, East, and North region customers.
- Processing new customer creation in SAP. Working on SAP application from creation of sales orders, delivery. Reconciliation of every customer's accounts.
- Coordinating with the regional sales team for order compilation, taking care of imports by placing orders in Germany.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- China and Belgium, monitoring the production and updating the ETAs to the regional sales team.
- Coordinating with domestic customers to ensure timely dispatch of material.
- Follow-ups with customers for payments.
- Ensuring timely payments based on their payment term
- Generating monthly sales reports and sharing them with the whole team.
- Handling customer complaints and providing timely support and resolution
- Issuing debit and credit notes on a quarterly and yearly basis.
- Maintained excellent customer satisfaction by offering friendly, helpful, and informative customer service.
- Handled customer billing errors, researched issues in the system, and worked to resolve problems and inconsistencies.
- Communicated with customers through phone calls, online chats, and emails to assess customer needs and provide solutions.
- Trained new staff on customer service protocols and systems, fostering a team-oriented environment.
- Participated in team meetings to share best practices and updates on customer service initiatives.
Sr. Customer Service Associate
WNS Global Service Ltd
03.2009 - 06.2010
- Handling queries and complaints of UK customers regarding British Gas and Electricity via emails.
- Provided excellent customer service by answering inquiries, resolving complaints and guiding customers through the purchasing process.
- To understand their exact requirement through email.
- Handling escalations, follow-up, and providing solutions for the same.
- Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
Customer Service Executive
ICICI Bank Ltd.
09.2006 - 11.2008
- Handling queries, complaints of HNI (High Networth Individual) customers, and ensuring proper channelization of activities to resolve start till end.
- Interacting with High Networth Individuals (HNIs) customers to understand their exact requirements.
- Handling escalations & doing follow up for the same
- Responding to customers through email.
- Processing activities relating to request for Debit card, Cheque book, Blocking as well as De-blocking of card, Bank statements, DD, Bill payment, Stop payment, Fixed deposits, etc.
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Processing request for updating address for credit card, home loans, personal loan, and saving account.
- Resolving complaints related to clearance of cheque, DD, opening, renewal, and closure of Fixed deposits.
- Dealt with complex complaints and angry customers professionally and politely, resolving issues with favorable solutions.
- Maintained excellent team relationships by helping colleagues during complicated or difficult customer calls.
- Managed all complex complaints, issues, and problems to maintain customer satisfaction.
- Collaborated with other departments to ensure customer satisfaction.
Customer Service Representative
Reliance Infostreams Pvt. Ltd. (Chairman’s office e-mail unit)
05.2004 - 08.2006
- Handling correspondence for Mr
- Anil Ambani
- Escalating the emails to the respective departments for further course of action
- Co-ordinating with the respective Circle heads in getting the customers issue resolved
- Creating cases for back office and getting the same closed on high priority
- Handling Chairman’s office Extension ( Calls received for RIM / FWP complaints and queries) Outcalling customers to know more about the problem faced by them, convincing them about the terms and conditions of the company, also retaining those customers who wish to exit from the services
- Managing the CMO unit in absence of the Team Leader
- Finally, sending a reply to the customer after his query / problem is resolved
- Handling Media Mails
- Handling calls of Customers, answering their quires, complaints related to Reliance India Mobile, Fixed Wireless Phone (Post –Paid & Pre-Paid) while working in West Bengal-Bihar circle.
Computer Operator
NCCB – Northern Credit Collection Business Pvt. Ltd.
01.2001 - 04.2004
- Worked as an officer in Northern Credit Collection Business (NCCB), which was related to HSBC credit customer verification.
- Distribution of work among the sales team for field visit for verification.
- Cross-checking of those forms submitted by field executives.
- Updating the details in the HSBC application.
- Online processing those cases to Bank, and even hard copies.
- Taking monthly MIS reports and sending them to the bank.
- Performed data entry tasks, including updating customer information in databases.
- Verified accuracy and sorted information to prepare source data for computer entry.
Education
B.E.S.English High School
MumbaiHSC - Commerce
St.Xaviers Jr College of Sci & Comm
MuumbaiB.Com -
Post Graduate Diploma in Business Administration (PGDBA) - Finance
Symbiosis University of Distance Learning
1 year Diploma in Business Management (DBM) -
Wellingkars Institute
English Typing -
Skills
- Customer Relationship Management
- Account Management
- Customer Needs Assessment
- Issue Escalation
- Payment management
- Online chat and email
- Relationship Building
- Returns processing
Timeline
Customer Service Executive
Envalior (LPM) India Pvt Ltd
10.2023 - Current
Customer Service Executive
Lanxess Performance Materials (India) Pvt Ltd ( Previously known as Lanxess India Pvt Ltd
02.2014 - 09.2023
Sr. Customer Service Associate
WNS Global Service Ltd
03.2009 - 06.2010
Customer Service Executive
ICICI Bank Ltd.
09.2006 - 11.2008
Customer Service Representative
Reliance Infostreams Pvt. Ltd. (Chairman’s office e-mail unit)
05.2004 - 08.2006
Computer Operator
NCCB – Northern Credit Collection Business Pvt. Ltd.
01.2001 - 04.2004
B.E.S.English High School
HSC - Commerce
St.Xaviers Jr College of Sci & Comm
B.Com -
Post Graduate Diploma in Business Administration (PGDBA) - Finance
Symbiosis University of Distance Learning
1 year Diploma in Business Management (DBM) -
Wellingkars Institute
English Typing -
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