Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Timeline
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Ashwini Pillay

Summary

Self-motivated and eager to improve and streamline service procedures to maximize team efficiency and customer satisfaction. Specialized in quality, speed and performance improvements.

Overview

5
5
years of professional experience
4
4
Languages

Work History

Sr Associate

Activeo Celtycs Outsourcing Pvt Ltd
02.2024 - 05.2025
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.

Sr Customer Care Executive

Firstsource Solutions
04.2022 - 01.2024
  • I was working as a Sr customer service associate in Firstsource under Health care process for a hospital in Camyman Islands named HealthCity Cayman Islands.
  • As I was one of the most tenured associates in the process, I poses the complete knowledge of the process which is answering inbound calls, making outbound calls when required and working on emails when required.
  • I was the only dedicated associate to check and help keep the patients informed about the insurance coverage depending on the type of the appointments, to have a hassle free experience when they visit the hospital.
  • I have also handled 5-6 batches on floor for their OJT (On Job Training) once they've completed their basic training.
  • As a team player, I assist my colleagues as and when required when their stuck on a call, as well as validate the emails before sending to the patient and doctors.

Travel Sales Executive

Fareportal pvt ltd
12.2019 - 08.2020
  • I was hired as a travel agent for a company called "Cheap-o-air" for the European market.
  • We used applications like Amadeus and Sabre to assist passengers with real time ticket fares.
  • It was an inbound voice process wherein I used to answer up to a 100 calls per day, I used to book, change, and cancel the flight tickets as per the passengers request.
  • I was moved to FCR team ( First Call Resolution) within 3 months of my tenure. My role as an FCR agent was to resolve the query on the same call, if a follow-up was needed it had to be done by me so that the caller did not have to go through the hassle of explaining every time they called.
  • I helped Plan and coordinate all travel for clients based on budgets, departure times and travel needs.

Education

HSC - Commerce

Abeda Inamdar junior college for girls

SSC - State board

St Patrick's High School

Skills

  • Tele-sales and Upselling
  • Escalated complaints resolution
  • High-volume call handling
  • Email support
  • Team management
  • Procedure improving
  • Customer service
  • Quality assessing

Languages

6,6,6,6

Personal Information

Timeline

Sr Associate

Activeo Celtycs Outsourcing Pvt Ltd
02.2024 - 05.2025

Sr Customer Care Executive

Firstsource Solutions
04.2022 - 01.2024

Travel Sales Executive

Fareportal pvt ltd
12.2019 - 08.2020

SSC - State board

St Patrick's High School

HSC - Commerce

Abeda Inamdar junior college for girls

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Ashwini Pillay