Summary
Overview
Work History
Education
Skills
Certification
Summary - About Me
Timeline
Generic
Chaithra R

Chaithra R

Summary

Knowledgeable Customer experience specialist with more than 5 years of experience and strong background in customer support and problem resolution. Successfully managed high volume of customer inquiries, ensuring satisfaction and loyalty. Demonstrated excellent communication and conflict resolution skills.

Overview

8
8
years of professional experience
2014
2014
years of post-secondary education
1
1
Certification
4
4
Languages

Work History

Customer Solutions Agent

PAYPAL COMPANY
11.2022 - Current
  • Answer customer queries in real time or working with the relevant department via email and live chat.
  • Escalate the required JIRA related concerns
  • Identify customers needs and process requests efficiently and effectively within defined service levels
  • Played an integral role in implementing process improvements that resulted in streamlined workflows for the Customer Solutions team.
  • Troubleshoot product or service related issues and escalate complex cases
  • Follow communication procedures, guidelines, and policies consistently to uphold quality service standards
  • Enhanced customer retention through consistent follow-up and timely resolution of issues.
  • Built rapport with customers by consistently delivering friendly yet professional service during every interaction.
  • Trained new team members on best practices for handling customer interactions, improving overall team performance.
  • Streamlined service processes for increased efficiency and better user experience.
  • Exceeded performance metrics on a regular basis, contributing to team success and individual growth within the company.
  • Identified trends in customer feedback to inform improvements in product offerings and service delivery.
  • Improved customer satisfaction by actively listening to concerns and providing tailored solutions.
  • Maximized first-contact resolution rates through proactive troubleshooting techniques and thorough case analysis.
  • Utilized CRM tools effectively to track interactions, manage cases, and maintain accurate records of all communications with clients.
  • Excelled at multi-tasking responsibilities such as managing inbound calls while simultaneously updating customer information within database systems.
  • Resolved customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.

Customer Support Representative

Nuance Communications
06.2022 - 10.2022
  • Monitor, manage and document all actions and solutions into the CRM ticketing system (Salesforce)
  • Resolve or direct the queries to the correct staff member for resolution, including escalation to tier 2
  • Providing technical support on a 24/7/365 basis
  • Problem-solving approach towards customer's queries
  • Preparing weekly roster for the team and swap coordination
  • Co-ordinating Audit disputes for the team with Manager and quality team
  • Taking ownership regarding process updates to the team
  • Handling escalations if any, maintained quality scores between 85% to 100%

Advisor, CX Operations

PHONEPE COMPANY
01.2020 - 06.2022
  • National Institute of Securities Market(NISM) certified
  • Problem-solving approach towards customer's queries
  • Preparing weekly roster for the team and swap co ordination
  • Co-ordinating Audit disputes for the team with Manager and quality team
  • Taking ownership regarding process updates to the team
  • Handling escalations if any, maintained quality scores between
    85% to 100%

Travel Advisor

24/7.ai
12.2017 - 05.2018
  • Worked as Travel Advisor for Expedia.com
  • International voice process (Inbound call)
  • Helping Customer with queries related to the website and drive in
    for sales
  • Provided travel brochures and publications to build relationships, drive more traffic and bookings and showcase expertise.
  • Booked transportation using booking engines and Sabre GDS, made hotel reservations and collected payments to optimize trip planning.
  • Contacted preferred suppliers for air, hotel and ground transportation to receive incentives, upgrades and other amenities for clients.
  • Streamlined booking processes for increased efficiency and reduced errors.

Education

PUC - PCMB (Physics Chemistry Mathematics Biology

Baldwin Womens' Methodist College

Bachelor of Computer Applications - undefined

Baldwin Methodist College

Skills

Strategy & content

undefined

Certification

National Institute of Securities Market (NISM) certified Business Analytics with Excel, 06/22

Summary - About Me

Dedicated and detail-oriented Customer experience specialist with more than 5 years of experience. Eager to upskill my career and grow in the industry of customer experience. Looking forward to reach a stage of mentoring my fellow members to deliver the best customer experience.

Timeline

Customer Solutions Agent

PAYPAL COMPANY
11.2022 - Current

Customer Support Representative

Nuance Communications
06.2022 - 10.2022

Advisor, CX Operations

PHONEPE COMPANY
01.2020 - 06.2022

Travel Advisor

24/7.ai
12.2017 - 05.2018

Bachelor of Computer Applications - undefined

Baldwin Methodist College

PUC - PCMB (Physics Chemistry Mathematics Biology

Baldwin Womens' Methodist College

Similar Profiles

CREATE PROFILE
Chaithra R