Anshika Dhalla
Delhi
Summary
Customer service professional with extensive experience at Barclays, specializing in financial advising and conflict resolution. Proven ability to enhance customer satisfaction through effective communication and technical troubleshooting. Recognized for building strong client relationships and identifying sales opportunities in fast-paced environments. Committed to delivering exceptional service and innovative solutions.
Overview
4
4
years of professional experience
Work History
Personal Banker
Barclays
Noida
07.2024 - Current
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Facilitated resolution of customer disputes in a fair manner while protecting the interests of the bank.
- Provided guidance on how best to utilize online banking tools for maximum benefit.
- Researched customer inquiries and reported findings in a timely manner.
- Developed relationships with customers by providing exceptional service in order to increase sales opportunities.
- Advised customers on various financial products available from the bank.
- Provided customer service to clients, including answering questions and resolving issues.
- Recognized transaction needs and educated clients on service and digital channels to assist with self-service.
- Assisted and advised customers on using online and mobile banking systems.
- Responded promptly to customer queries and complaints to find solutions and diffuse tension.
- Maintained customer data confidentiality while inputting information into system.
Technical Support Representative
Accenture
Gurgaon
02.2023 - 03.2024
- Documented all activities related to technical support including processes, updates, changes made.
- Provided training and guidance to junior staff members as needed.
- Collaborated with other departments such as sales, marketing, and engineering, as required.
- Diagnosed system errors and implemented solutions to resolve them.
- Troubleshot customer inquiries related to software and hardware issues.
- Resolved escalated customer service issues in a timely manner.
- Conducted research into product-related issues, identified solutions, and provided accurate information to customers.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Monitored customer feedback to ensure high levels of satisfaction.
- Analyzed data from customer surveys to identify trends in customer needs and requests.
- Provided technical assistance to customers through phone, email and chat support.
- Assisted customers with installation of new hardware and software applications.
- Utilized remote access tools to connect remotely with customers' systems when necessary.
- Created reports on customer complaints and feedback for management review.
- Managed the configuration and setup of customer accounts and systems.
Customer Service Representative
Amazon
Noida
05.2022 - 11.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Answered customer inquiries via phone, email, and chat.
- Developed positive relationships with customers through friendly interactions.
- Maintained a high level of professionalism when dealing with difficult customers.
- Provided accurate information about products and services to customers.
- Resolved customer complaints promptly and efficiently.
- Implemented innovative methods for streamlining the customer service process.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
Customer Service Representative
Concentrix
Gurgaon
07.2021 - 04.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Maintained a high level of professionalism when dealing with difficult customers.
- Implemented innovative methods for streamlining the customer service process.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Bachelor of Arts -
Mahakaushal University
Jabalpur05-2024
High School Diploma -
Sneh International School
Delhi04-2020
Skills
- Customer service and support
- Financial advising and services
- Transaction processing and loan management
- Sales techniques and upselling
- Technical troubleshooting and problem solving
- Compliance standards and regulatory adherence
- Conflict resolution and issues management
- Customer feedback and satisfaction strategies
- Opportunity identification and client engagement
- Attention to detail and professional appearance
- Verbal and written communication skills
- Fraud prevention and risk management
- Interpersonal skills and team building
- Adaptability and positive attitude
Timeline
Personal Banker
Barclays
07.2024 - Current
Technical Support Representative
Accenture
02.2023 - 03.2024
Customer Service Representative
Amazon
05.2022 - 11.2022
Customer Service Representative
Concentrix
07.2021 - 04.2022
Bachelor of Arts -
Mahakaushal University
High School Diploma -
Sneh International School