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