Summary
Overview
Work History
Education
Skills
Personal Information
Relationship Status
Timeline
Generic

Charu Kohli

New Delhi

Summary

Resourceful Senior Customer Support Analyst known for productivity and efficient task completion. Specialize in data analysis, problem resolution, and customer relationship management. Excel in communication, empathy, and adaptability to ensure outstanding customer support experiences. Committed to leveraging skills to improve team performance and customer satisfaction.

Overview

13
13
years of professional experience

Work History

Senior Customer Support Analyst

British Airways
Gurugram
12.2019 - Current
  • Provided expert support for customer inquiries regarding flight bookings and policies.
  • Resolved complex issues using customer relationship management software systems.
  • Trained new team members on customer support best practices and tools.
  • Analyzed customer feedback to identify areas for service improvement.
  • Managed escalated customer complaints with empathy and professionalism.
  • Provided exceptional customer service to ensure customer satisfaction.
  • Reviewed and updated project templates to streamline reporting and documentation practices.
  • Analyzed project risks and developed mitigation strategies to enhance project success.
  • Supported project managers in resource allocation and task prioritization efforts.

Interim Assistant Manager

Citi Bank India
Gurgaon
03.2018 - 03.2019
  • Managed daily operations and ensured compliance with banking regulations.
  • Assisted customers with account inquiries and transaction processing.
  • Developed reports on branch performance and customer feedback trends.
  • Collaborated with management to streamline workflow and improve service delivery.
  • Supervised daily operations including scheduling shifts, assigning duties.
  • Coordinated with other departments to ensure smooth flow of operations.
  • Ensured compliance with safety regulations and company policies.

Senior Customer Care Officer

Citibank India
Gurgaon
05.2012 - 03.2018
  • Managed customer inquiries through various communication channels effectively.
  • Resolved complex customer issues with a focus on satisfaction and retention.
  • Collaborated with teams to streamline customer service processes and improve efficiency.
  • Analyzed customer feedback to identify trends and recommend improvements.
  • Developed knowledge base resources for quicker resolution of common inquiries.
  • Evaluated customer feedback data and identified areas for improvement in customer service policies and procedures.

Education

Bachelor of Arts - Arts

Kanpur University
Kanpur
07-2004

Skills

  • Issue resolution
  • Customer relationship management
  • Performance reporting
  • Team collaboration
  • Problem solving
  • Service delivery
  • Resource allocation

Personal Information

Date of Birth: 10/30/82

Relationship Status

Married

Timeline

Senior Customer Support Analyst

British Airways
12.2019 - Current

Interim Assistant Manager

Citi Bank India
03.2018 - 03.2019

Senior Customer Care Officer

Citibank India
05.2012 - 03.2018

Bachelor of Arts - Arts

Kanpur University

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Charu Kohli