Banoshree Kaskar
Mumbai
Summary
Dynamic Sr. Customer Care Executive with a proven track record at Rentokil PCI, excelling in complaint handling and leadership. Mastered multitasking and prioritization, significantly enhancing customer satisfaction through effective problem resolution and team mentorship. Demonstrated excellence in verbal communication, ensuring high-quality support and fostering strong customer relationships.
Overview
11
11
years of professional experience
Work History
Sr. Customer Care Executive
Rentokil PCI
Mumbai
02.2014 - Current
- Managed inbound and outbound customer service calls, ensuring high-quality support.
- Managed emailed or web-submitted customer inquiries, chatbot inquiries, missed calls, Facebook inquiries, WhatsApp inquiries, CVC, and other marketing calls within standard response times.
- Received and responded to customer inquiries in a timely manner, ensuring customer satisfaction.
- Conducted customer satisfaction surveys for customers to evaluate their overall satisfaction levels, and recommended product improvements to management based on feedback.
- Handling customer complaints and escalation calls, providing appropriate solutions and alternatives within time limits.
- Maintained detailed records of all customer interactions, including resolutions and follow-up actions taken.
- Coordinated with internal teams to ensure timely and successful delivery of services and solutions according to client needs.
- Mentored junior team members and managed employee relationships.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Utilized strong multitasking skills to handle simultaneous customer calls and inquiries with professionalism.
- Assigning PDA Leads.
- Filling in proper information in iCABS and SRF entries.
- Delivering the correct information to customers about services, products, and ongoing offers, if any.
Education
Graduate - Commerce
University of Mumbai
Mumbai10-2012
HSC - Commerce
Kamla Junior College
Khar East, Mumbai02-2009
SSC -
Kamla High School
Khar East, Mumbai03-2007
Skills
- Floor supervision
- Verbal and written communication skills
- Complaint handling
- Well-organized
- Excellent problem-solving skills
- Leadership and team player quality
- Performance improvement
- Quality assurance
- Multitasking and prioritization
- Decision-making
Languages
English
First Language
Hindi
Proficient
C2
Marathi
Proficient
C2
Bengali
Intermediate
B1
Accomplishments
- Performance of the year in 2016-17
- Year 2024 Total Collection - 17,75,018/- till this month
- Year 2023 Total Collection - 19,53,960/-
- Year 2022 Total Collection - 21,67,536/-
- Year 2021 Total Collection - 16,87,063/-
Timeline
Sr. Customer Care Executive
Rentokil PCI
02.2014 - Current
Graduate - Commerce
University of Mumbai
HSC - Commerce
Kamla Junior College
SSC -
Kamla High School