Avneet Kaur
Subject Matter Expert
Ghaziabad
Overview
7
7
years of professional experience
15
15
years of post-secondary education
3
3
Certifications
Work History
Subject Matter Expert
HCL
Noida
08.2020 - Current
- Facilitated product development with implementation of standard best practices.
- Supported teams in continuous delivery of quality products and services, enhancing usage.
- Handle daily team work related to escalations and roster.
- Acted quickly in emergency situations and used expert judgement to proceed accordingly.
- Worked with multidisciplinary teams in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Provide training for customer service on call and email.
Senior Customer Service Representative
Barclays
Noida
07.2018 - 12.2019
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Trained and directed new employees in call script use, conflict resolution and data entry practices to boost customer satisfaction ratings.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Resolved concerns with products or services to help with retention and drive sales.
Customer Service Representative
Concentrix
Noida
02.2016 - 12.2017
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
Customer Service Representative
Wipro
Noida
01.2015 - 01.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
- Implemented and developed customer service training processes.
Education
Bachelor of Journalism And Mass Communication - Journalism
08.2012 - 01.2015
12th -
04.2010 - 03.2023
Skills
Decision-Making
Attention to Detail
Multitasking Abilities
Excellent Communication
Training and Development
Written Communication
Flexible and Adaptable
Interpersonal Communication
Certification
Big FM
Internships
As a student of Journalism and mass communication, got great opportunities to do internships with amazing commercial and community brands
Timeline
Subject Matter Expert - HCL
08.2020 - Current
Senior Customer Service Representative - Barclays
07.2018 - 12.2019
Customer Service Representative - Concentrix
02.2016 - 12.2017
Customer Service Representative - Wipro
01.2015 - 01.2016
Punjab Technical University - Bachelor of Journalism And Mass Communication, Journalism
08.2012 - 01.2015
Alma Mater - 12th,
04.2010 - 03.2023