Breeze Sahani
HSBC Electronic Data Processing Private Limited (Position: UKCC Chat Support)
Bangalore
Summary
Utilizing my natural skill sets and interests to work in a dynamic and challenging environment. My Job should allow for growth of creative pursuits, motivate to strive for perfection and contribute the same to my fraternity. Be a continuous learning process and allow me to thoroughly enjoy the process while I contribute to accomplishing the goals of the organization.
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Overview
8
8
years of professional experience
Work History
Chat support
HSBC Electronic Data Processing India Private Limited
1 2015
- Instrumental is assisting customers from UK region in providing chat, email support to resolve user problems with proactive troubleshooting
- Analyze transactional information and activity to identify risk, trends and potential wary activity
- Ask appropriate questions and report of any unusual activity
- Review different accounts and loans application files to verify that application data is complete and meets establishment standards in order to combat fraud
- Worked with Senior Managers, Lines of Businesses & other departments to ensure ongoing compliance with AML Standards & regulatory requirements
- Responsible for creating risk assessment spreadsheet for each new query
- Analyzed client/customer data, documentation and negative news in order to determine Client Risk Profile
- Sharing photographs with HSBC now photography team and have been representing team in global platform
- Taking part in all major events and share skills that is through paintings and photographs
- Resolving multiple queries via chat platform including payments, transaction, account closer, complaints, ordering card, reporting lost and stolen, removing dormancy are few of them
- Achievements: Achieved each month product target and above and been role model for 2018 and 2019 for behavior and strong performer from 2021,2022 and 2023 for performance Rating
- Received appreciation from client’s, in terms of photography and paintings.
- Dream team award for Q1 2017 and Q3 2018, Receive award for Visual Art competition 2019, photography competition HSBC now 2018.
- Streamlined chat support processes for increased efficiency and reduced response time
- Developed strong relationships with customers through regular communication channels such as phone calls, emails, and chat support systems
- Facilitated remote assistance through chat support or email correspondence when appropriate, offering alternative service channels for customers'' convenience
- Promoted a positive company image through professional interactions with clients on various platforms such as phone, email, or chat support channels
- Managed live chat support during peak hours, providing real-time assistance to customers and resolving issues quickly
- Assisted customers across various platforms such as phone calls, emails, chat support systems – ensuring consistency in service delivery methods regardless of channel used by clients
- Delivered prompt assistance to customers via email and chat support channels when needed, expanding avenues for resolution
- Utilized excellent communication skills when interacting with customers through live chat support or phone calls, resolving any concerns or issues they might have encountered while browsing the website or purchasing products online
- Assisted in the development of standard operating procedures for email and chat support teams, resulting in improved performance metrics
- Spearheaded efforts towards attaining industry certifications that showcased the quality of our chat support services within the market landscape
- Successfully maintained a positive, professional demeanor even during challenging customer interactions, serving as a role model for other chat support specialists and contributing to a positive team culture that prioritized excellent service delivery above all else
- Balanced multiple priorities simultaneously while providing effective technical assistance over the phone or via chat support channels
- Reduced response times by prioritizing tasks efficiently across multiple channels such as phone, email, and chat support systems
- Improved customer satisfaction with timely responses to inquiries via social media, email, and live chat support tools
- Enhanced customer satisfaction by efficiently managing chat support teams and ensuring prompt issue resolution
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics
- Collaborated with team members to share knowledge and improve overall performance in chat support operations
Senior Customer service representative
First Source Solution
04.2010 - 05.2015
- Process: Foxtel (Australia)
- Motivated team player with proven track record of achievement I target driven, results-oriented environment, had to interact with Australian clients and helped resolving technical and billing enquiries.
- Responsible for making payment as per principal requirement.
- Performing tasks assigned by TL / SME, solve general enquiries, reschedule orders and process payments, troubleshooting and helped in resolving their issue at the earliest.
- Achieve Quality percentage defined for each work type.
- Involves checking accounts for debts if any, check credit rating of customer and book order according to the packages requested.
- Have given WOW calls on regular basis and received appreciations from quality mentors and trainers.
- Achievements: I have ensured that I complete all my work on time and achieve all my targets.
- I have been awarded for being most enthusiastic member of the team from 2010 to 2014.
- I have been awarded top performer for three years from 2012 to 2015.
- Best photographer and painting award from First Source Bangalore from 2012 to 2014.
Content writer and sales representative
Origin Contact Centre
10.2007 - 03.2010
- Project: Content writing and selling website to business customers.
- This role involves understanding, administration and business needs of customers and creating content for their business.
- Understanding customer and make sharing ideas to get their business appear in top search engines like Google, yahoo, Bing and MSN.
- Selling websites for small businesses and communicating with their CEO to understand their business requirements.
- Process transactions, Performance management program to improve sales.
- Creating content based on their business needs and output received.
- Use independent judgment to assess and resolve non-standard/standard issues/problems with advice from Managers as needed.
- Interact with client/users around specific work efforts/deliverables.
- Build and maintain relationships with client personnel through regular meetings, establishing dedicated time for impromptu discussion, etc.
- Ensures that all activities performed is properly documented in SAP/Taleo/ and other applicable tools.
- Achievements: I have ensured that I complete my work on time and achieve all targets.
- I have been awarded for being most enthusiastic member of the team.
- I have been awarded top sales representative in the year 2009
- I have also received numerous awards from 2008 till 2010 for my performance.
Education
St. Johns Junior College
Mirza Kamrup AssamSkills
Open to challenges and optimistic towards solving problem
Good analytical and reasoning ability
Highly organized and dedicated with a positive attitude and excellent interpersonal communication skills
Quick understanding and learning capabilities
Call Control
Payment Processing
Excellent Communication
Personal Information
- Place of Birth: Guwahati
- Date of Birth: 05/26/1986
Skills And Profile
- Honest
- Creative
- Enthusiastic
- Hardworking
- Highly organized & dedicated with a positive attitude and excellent interpersonal communication skills
- Proficient in using the Internet as a research tool
- Good analytical and reasoning ability
- Open to challenges and optimistic towards solving problems
- Sound critical thinking skills
- Quick understanding and learning capabilities
Future Plans
To see myself as a well-established name in my field of responsibility and having grown and diversified my skill set over the required period of time. I would not set a particular time frame but in the next two years can definitely deliver more than what expectations are set of me in a manner befitting my work role.
Disclaimer
I hereby declare that the above written particulars are true and correct to the best of my knowledge and belief. I assure you that I shall carry myself in a manner that lends dignity to the organization.
Timeline
Senior Customer service representative
First Source Solution
04.2010 - 05.2015
Content writer and sales representative
Origin Contact Centre
10.2007 - 03.2010
Chat support
HSBC Electronic Data Processing India Private Limited
1 2015
St. Johns Junior College
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