ARCHANA CHATURVEDI
Pune
Summary
Dynamic Senior Customer Service Representative at Tata Consultancy Services with proven leadership and exceptional communication skills. Total: 6.3 years of experience. Recognized for enhancing customer experience and achieving high satisfaction rates. Proficient in CRM systems and adept at negotiation, consistently resolving escalated issues and training new team members to uphold service excellence.
Overview
8
8
years of professional experience
Work History
Senior Process Associate
Tata Consultancy Services
Pune
08.2025 - Current
- Trained new team members on customer service protocols and best practices.
- Managed escalated customer issues, ensuring swift resolution and satisfaction.
- Collaborated with cross-functional teams to improve service delivery processes.
- Documented customer interactions in CRM systems accurately and efficiently.
- Provided product knowledge support to customers, enhancing their experience.
Contact Center Associate
Expedia Group
Gurugram
01.2023 - 03.2024
- Handling US, UK traveler queries over calls.
- Handling Platinum and Gold tier travelers.
- Helping International Travelers in creating Package and Standalone reservations.
- Assisting with one-call resolution by going through detailed information and case notes.
- Handling Travelers escalations and de-escalating them by negotiation and exceptions.
- Awarded with EGHeart award for providing exceptional service.
- 1 year 3 months Experience.
Contact Center Associate
Webhelp India Pvt. Ltd.
Gurugram
08.2021 - 12.2022
- Rated OS for year'21.
- Able to deliver work before deadline.
- Delivering AHT within 3 minute for 9 consecutive months.
- Worked in International voice process.
- Able to provide hard-core customer service and maintaining top ranking In CSAT.
- Organizing client meetings and interaction activities for data presentation.
- Handled 80-100 calls daily basis.
- Rewarded with recognition award.
- Received customer appreciation over call.
Executive - AOCS
Indigo Airlines
New Delhi
07.2018 - 07.2021
- Executive AOCS "Airport Operations and Customer Services"
- Promoted to Executive in year 2020
- Providing hospitality and customer satisfaction as being ambassador
- Connecting customer on call for the queries and feedback.
- Enhancing customer experience by taking follow ups on call.
- Taking 100-120 calls in a day.
- Customer queries and providing them with the best suitable solution and options.
Education
Bachelor of Commerce - B.com
JIWAJI UNIVERSITY
04-2017
Master of Computer Applications - Artificial Intelligence
Manipal University Jaipur
JaipurSkills
- Leadership
- Floor Walker
- Communication
- Time management
- Customer experience
- Negotiation
- Hospitality
- Active listening
- CRM proficiency
Personal Information
Title: Senior Process Associate
Languages
- Hindi
- English, Fluent
- Hindi, Native
Timeline
Senior Process Associate
Tata Consultancy Services
08.2025 - Current
Contact Center Associate
Expedia Group
01.2023 - 03.2024
Contact Center Associate
Webhelp India Pvt. Ltd.
08.2021 - 12.2022
Executive - AOCS
Indigo Airlines
07.2018 - 07.2021
Bachelor of Commerce - B.com
JIWAJI UNIVERSITY
Master of Computer Applications - Artificial Intelligence
Manipal University Jaipur