Anuradha
Hapur
Summary
Proven Consumer Support Advisor with a track record of enhancing customer satisfaction through expert resolution of complaints and issues, demonstrated during tenure at British Telecom. Skilled in Salesforce CRM and empathetic customer service, I led teams to improve service delivery by leveraging problem-solving and adaptability, significantly boosting client satisfaction.
Overview
4
4
years of professional experience
Work History
Consumer Support Advisor
British Telecom
Gurugram
06.2022 - Current
- Order Placement: The process begins when a customer places an order through various channels like websites, mobile apps, or in-person
- Order Processing: Once an order is received, it needs to be processed, which involves verifying the order details, checking product availability, and preparing it for shipment
- Inventory Management: Maintaining accurate inventory levels is crucial to fulfill orders promptly
- This involves tracking stock levels, replenishing inventory when necessary, and managing stock across multiple locations if applicable
- Order Fulfillment: After processing the order and confirming product availability, it's time to pick, pack, and ship the items to the customer
- This stage also involves generating shipping labels and managing logistics partners
- Order Tracking: Providing customers with real-time updates on the status of their orders enhances their experience
- Order tracking allows customers to monitor the progress of their shipments from the moment they are dispatched until they are delivered
- Updated system with order specifics and customer details, preferences, and billing information.
- Led on- and off-site customer support teams across multiple time zones.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Mentored junior team members and managed employee relationships.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
Contact Centre Associate
Webhelp India
Gurugram
11.2020 - 12.2021
- Provided customer support via various channels (email, live chat) to assist with inquiries, orders, and technical issues related to Curry's' products and services
- Resolved customer complaints and issues by actively listening, empathizing, and proposing appropriate solutions, resulting in high customer satisfaction rates
- Maintained accurate and detailed customer records using CRM software, ensuring efficient handling of follow-up actions and providing personalized service
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Updated system with order specifics and customer details, preferences, and billing information.
- Adhered to all company policies and procedures related to the contact center operations.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Navigated through computer systems to review information and respond appropriately to callers.
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Updated customer accounts, addresses and contact information within call management databases.
Education
Master of Arts - Education
CCS University
Meerut06.2021
D.EL.ED - Education
DIET Hapur
Hapur06.2019
Bachelor of Computer Applications - Computer And Information Sciences
IMS Ghaziabad
Ghaziabad08.2017
Skills
- Excellent Communication
- C
- C
- Salesforce CRM software expertise
- HTML
- Empathy and Patience
- Problem-Solving
- Adaptability
- Time Management
- Positive Attitude
- Knowledge of Customer Service
Timeline
Consumer Support Advisor
British Telecom
06.2022 - Current
Contact Centre Associate
Webhelp India
11.2020 - 12.2021
Master of Arts - Education
CCS University
D.EL.ED - Education
DIET Hapur
Bachelor of Computer Applications - Computer And Information Sciences
IMS Ghaziabad
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