Binjal Shah
Ahmedabad
Summary
Personable and dedicated customer service associate with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Customer Service Associate
NIQ (Nielsen IQ)
Pune
12.2023 - Current
- Analyzing the client position in the market comparing with competitors and by analyzing their distribution factors
- By using RMS database knowledge understand the market position of client and their brand or products
- Support clients across the globe to increase their brand distribution, sales, and revenue growth
- Analyzing market consumer preference
- Finding the responsible factors for inclining and declining market share of client's product
- Maintaining complete secrecy of data having effective communication with clients
- Understanding the current retail market trends
- Addressed inquiries, resolved customer issues, and managed customer relations.
Senior process associate - Quality Auditor
Tata consultancy services
Gandhinagar
05.2018 - 12.2023
- Process the insurance claims of clients
- Maintaining complete secrecy of data and having effective communication with client
- We need to identify the claims received and according to that we need to route the same into different departments according to terms and conditions
- Back-up team lead and as back-up team lead handling work allocation, data review, performance review of associates, attendance, and other activities
- Providing training to new joiners and refresher training to associates who are moved from one to another process
- Target achievement award as a team - August 2021
- Star performance of the month - March 2021
- BPS Star award - December 2020
- Learning and achievement - August 2018
- Onboarded new employees by providing training materials and guidance.
- Implemented quality assurance measures to ensure accuracy of information collected from customers.
- Generated weekly and monthly reports summarizing key performance indicators associated with customer service activities.
- Organized client meetings to provide project updates.
Collection Supervisor
HDB Financial Services Ltd
Ahmedabad
08.2016 - 05.2018
- Managing all kinds of activities such as Team Briefing, making Action Plans, Tracking MIS for Daily & Monthly basis etc
- To work with field officers and callers on daily collections data and need to take updates on daily progress
- Supervise, direct, inspire, train, educate and coach co-workers
Tele sales Supervisor
HBL Global PVT. LTD.
Ahmedabad
09.2012 - 10.2015
- Fresh Selling of General Insurance like Health, Home etc
- Achieving given monthly Sales Target
- Helping team to achieve given monthly sales targets
- Tracking MIS on Daily & Monthly basis
- Provided training to sales team
Education
B.COM -
Gujarat University
Ahmedabad Gujrat 04.2012
HSC -
G.H.S.E.B
Ahmedabad Gujrat 03.2009
SSC -
G.S.E.B
Ahmedabad Gujrat 03.2007
Skills
- Ability to work individually and with team
- Providing training to new associates in team
- Willingness to take responsibilities
- Confident and able to learn new skills quickly
- Good at analysis and decision making
- Customer service
- Product knowledge
- Cross-functional team collaboration
- Team collaboration
Languages
- English
- Hindi
- Gujarati
Training
- Interpersonal Skill
- BPS People development
- Service management
- Agile way of working foundation
- Lean Six Sigma (LSS)
- Quality management for delivery
- Transition management
Activities
- Active member of Toastmasters International.
- Elected as Vice President education for year of 2019-20.
- Purpose for life activities on personal and team level.
Personal Information
- Father's Name: Mr. Pankaj Bhai
- Date of Birth: 22nd August 1992
- Gender: Female
- Nationality: Indian
- Marital Status: Married
Languages
English
Upper Intermediate
B2
Gujarati
Proficient
C2
Hindi
Proficient
C2
Timeline
Customer Service Associate
NIQ (Nielsen IQ)
12.2023 - Current
Senior process associate - Quality Auditor
Tata consultancy services
05.2018 - 12.2023
Collection Supervisor
HDB Financial Services Ltd
08.2016 - 05.2018
Tele sales Supervisor
HBL Global PVT. LTD.
09.2012 - 10.2015
B.COM -
Gujarat University
HSC -
G.H.S.E.B
SSC -
G.S.E.B