Ankita Tripathy
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Customer Care Associate
Heads Up For Tails
Gurgaon, India
07.2021 - 11.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues effectively via email.
- Handling Grievance customer service complaints by looking into depth scenario.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with cross-functional teams to address complex customer concerns, resulting in swift resolutions.
- Mentored junior associates, fostering a supportive work environment and promoting professional growth.
- Exceeded performance metrics by skillfully navigating CRM systems to efficiently manage large queues of support tickets.
- Partially work on the social media query's (Customer service based)
- Contributed to internal knowledge base articles, helping team members access accurate information quickly when assisting customers.
- Served as a trusted point of contact for VIP clients, ensuring their needs were prioritized and addressed with the highest level of care.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Senior Operations Representative
Concentrix
05.2019 - 07.2021
- Handled customer needs via email and issues by working with representatives and customers directly.
- Assisted customers with order placement, cancellations, refunds, returns, and payments.
- Maintained SLA with accuracy.
- Reactivated inactive customer accounts upon request.
- Developed strong customer relationships by addressing concerns promptly and providing solutions that exceeded expectations.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Supervised teams to monitor for correct execution of tasks.
Senior Operation Executive
AEGIES
Bengaluru, India
01.2018 - 12.2018
- Provided exceptional customer support to North American clients via inbound calls.
- Guided customers through package and standalone booking processes.
- Utilized Saber and Amadeus systems for flight amendments post-reservation.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
Customer Service Representative
INFOSYS
Bengaluru, India
05.2017 - 12.2017
- Initiated chat sessions to address internet-related issues.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Master of Commerce -
Utkal University
Bhubaneshwar03.2016
Bachelor of Commerce -
Talcher Autonomous College
Talcher, India03.2014
Skills
- Certified Six Sigma Green Belt
- Certified Six Sigma Yellow Belt
- CRM Software
- Customer Retention
- Complaint Handling
- De-Escalation Techniques
- Employee Coaching
- Issue and Complaint Resolution
- Payment Processing
disclaimer
I, Mrs. Ankita Tripathy, hereby affirm that the information provided above is true to the best of my knowledge and belief.
Certification
- Certified Lean Six Sigma Green Belt
Languages
English
Hindi
Timeline
Senior Customer Care Associate
Heads Up For Tails
07.2021 - 11.2023
Senior Operations Representative
Concentrix
05.2019 - 07.2021
Senior Operation Executive
AEGIES
01.2018 - 12.2018
Customer Service Representative
INFOSYS
05.2017 - 12.2017
Master of Commerce -
Utkal University
Bachelor of Commerce -
Talcher Autonomous College