Apeksha Rana
Subject Matter Expert
Summary
Diligent Subject Matter Expert (SME) skilled at listening to customers, exceeding productivity targets and maintaining current knowledge of company offerings. Solves problems quickly to retain customers and delivers high level of service in every interaction.
Overview
2
2
years of professional experience
3
3
years of post-secondary education
1
1
Certificate
Work History
Subject Matter Expert
Globiva Service Pvt Ltd
Gurgaon
07.2021 - Current
- Worked as an Customer Service Associate for RBL Bank credit card retention process.
- Listen to customer requests, assist them with their queries and give a one-shot resolution.
- Promoted within a six-month timeframe as an Subject Matter Expert (SME). Give assistance to fellow Associates in resolving their process-related queries.
- Team Handled from 0 – 160 operators.
- Prepared cheat sheets to help process faster and reduce the errors on quality piece.
- Provided training to the new hires.
- Dashboards Creation.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Utilized a spreadsheet to keep up with all that has been done with the customer.
- Ensures that all issues are escalated in accordance with policy and procedures.
- Do quality audits on teams' calls
- Do coaching and feedback to members whenever necessary.
- Monitor live and recorded calls and provide feedback
Advisor
Cogenthub Private Limited
Gurgaon
03.2021 - 05.2022
- Worked as an Advisor for Cuemath which is one of the best online learning platform for school going kid and make a student great at math's.
- Completed daily cold calling and outreach to build sales pipeline.
- Delivered prepared sales pitch from script and persuaded potential customer to purchase product or service.
- Recorded and updated customer information in online systems.
- Qualified leads and set up customer appointments for outside sales team.
Education
Bachelor of Commerce -
Delhi University
New Delhi 07.2018 - 08.2021
Commerce -
Sarvodaya Kanya Vidyalaya
New Delhi 04.2001 -
Skills
Retention strategies knowledge
CRM
Attention to Detail
Teamwork and Collaboration
Good Telephone Etiquette
Cold Calling
Verbal and written communication
Certification
Diploma in FD-FAB (Business and Finance) B
Timeline
Subject Matter Expert
Globiva Service Pvt Ltd
07.2021 - Current
Advisor
Cogenthub Private Limited
03.2021 - 05.2022
Bachelor of Commerce -
Delhi University
07.2018 - 08.2021
Commerce -
Sarvodaya Kanya Vidyalaya
04.2001 -