Summary
Overview
Work History
Education
Skills
Timeline
Generic

Anupama

Sr. Customer Care Executive
New Delhi

Summary

Adept at escalation management and fostering customer relations, I excelled at Barclays by spearheading initiatives that significantly improved team performance and customer satisfaction. My blend of exceptional communication skills and adaptability, coupled with a proven track record of resolving complex inquiries, positions me as a dynamic asset to any team.

Developed strong customer service and communication skills in high-demand customer care environment. Seeking to transition into new field, leveraging expertise in client relations and issue resolution. Committed to driving positive outcomes and fostering customer satisfaction in any professional setting.

Customer care professional with significant expertise in managing high-volume customer interactions and resolving complex issues. Adept at fostering collaborative team environments and ensuring seamless operations. Known for adaptability and results-driven approach, leveraging strong communication and problem-solving skills.

Personable and adaptable with natural aptitude for customer relations and problem-solving. Knowledge of customer service principles and proficiency in communication and conflict resolution set solid foundation for delivering exceptional service. Dedicated to enhancing customer satisfaction and fostering loyalty through effective solutions.

Overview

14
14
years of professional experience
2
2
Languages

Work History

Sr. Customer Care Executive

Barclays
Noida
06.2018 - Current
  • Handling Inbound/Outbound calls for Customer House Assistance.
  • Filing Complaints if necessary and focusing on resolving them FPOC( First point of contact )
  • Managing SLA's for the team
  • Exceeded performance targets consistently, earning recognition as a top performer within the department.
  • Collaborated with cross-functional teams to address complex customer inquiries, resulting in timely solutions.
  • Mentored junior team members, improving overall team performance and cohesiveness.
  • Spearheaded initiatives to improve team morale through recognition programs and regular feedback sessions.
  • Managed a diverse range of escalated cases, ensuring resolution according to company guidelines and policies.
  • Utilized data analysis tools to identify trends in customer feedback, driving continuous improvement efforts.
  • Achieved high levels of customer retention through personalized attention and exceptional service.
  • Provided constructive feedback during weekly meetings with management on operational challenges faced by the team.
  • Reduced response time with thorough knowledge of company products and services.
  • Streamlined customer service processes for increased efficiency and effectiveness.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity

Sr. Process Executive

Cognizant Techonology Solutions
09.2016 - 03.2018
  • Maintained a positive work environment by fostering open communication, providing constructive feedback, and recognizing team achievements.
  • Supervised meetings to maintain interdisciplinary communication of process weaknesses and performance.
  • Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
  • Generated monthly metric reports, interpreted results and developed processes and solutions.
  • Handle the Quality of the adds which are published on Google according to certain guidelines and procedures.
  • Extracting data from the ad page for refined search of the users.
  • Approving/rejecting Google ads basis on the guidelines by the Organization.
  • Trained junior team members in technical skills and industry best practices, fostering a culture of learning and growth.
  • Standardized processes for increased consistency, reliability, and ease of replication across departments.
  • Enhanced process efficiency by streamlining workflows and implementing automation strategies.
  • Collaborated closely with research and development teams to bring innovative ideas from conceptualization through implementation stages.

Master Disputes Analyst

American Express
08.2013 - 08.2016
  • Handling Credit card Disputes for customer's.
  • Ensuring appropriate and accurate responses to disputes.
  • Monitoring disputed transactions for possible fraudulent activities.
  • Submitting the proof of transactions to the designated team.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
  • Collected, arranged, and input information into database system.
  • Generated reports detailing findings and recommendations.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Maintained database systems to track and analyze operational data.
  • Gathered, organized and input information into digital database.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Educated staff on organizational mission and goals to help employees achieve success.

Sr. Customer Service Executive

IBM
06.2011 - 08.2013
  • Answered multi-line phones and used active listening skills to assess client's issues and challenges.
  • Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
  • Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
  • Resolved issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
  • Took calls for Amazon customers.
  • Handeling queries for UK customers related to their package delivery and product information.
  • Responded to customer inquiries and queries to provide thorough and speedy resolutions.
  • Maintained customer account information database by canceling and updating customer accounts.
  • Analyzed performance data to identify trends and opportunities for continuous improvement in service delivery.
  • Enhanced team productivity by providing regular coaching, feedback, and training opportunities to staff members.
  • Managed a high-performing team of customer service representatives, ensuring consistent delivery of exceptional service to clients.
  • Reduced average call handling time through effective problem-solving techniques and efficient use of resources.
  • Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
  • Boosted customer retention rates with proactive communication and personalized solutions tailored to individual needs.
  • Promoted a positive work environment by consistently demonstrating leadership skills, empathy, and professionalism towards both customers and colleagues.

Education

BBA - Banking And Insurance

Delhi College of Advanced Studies
Delhi, India
03.2008 - 05.2011

Senior Secondary - Commerce

MCLSBM
Delhi, India
04.2001 -

SENIOR SECONDARY -

MCLSBM
Delhi, India
04.2001 -

Skills

Communication and Presentations

Escalation management

Customer Relations

Adaptability

Exceptional communication

Feedback collection

Well-organized

Persuasive attitude

Teamwork and collaboration

Problem-solving skills

Outgoing Personality

Multitasking

Timeline

Sr. Customer Care Executive

Barclays
06.2018 - Current

Sr. Process Executive

Cognizant Techonology Solutions
09.2016 - 03.2018

Master Disputes Analyst

American Express
08.2013 - 08.2016

Sr. Customer Service Executive

IBM
06.2011 - 08.2013

BBA - Banking And Insurance

Delhi College of Advanced Studies
03.2008 - 05.2011

Senior Secondary - Commerce

MCLSBM
04.2001 -

SENIOR SECONDARY -

MCLSBM
04.2001 -

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Anupama Sr. Customer Care Executive