DARSHITA SHAH
Pune
Summary
Goal-oriented Senior Customer Support Executive skilled at building trust and rapport to maintain customer loyalty. Track record of high customer retention rates thanks to excellent communication and problem-solving skills. Thriving in both self-motivated and collaborative team settings.
Overview
6
6
years of professional experience
Work History
Senior Customer Support Executive
Exl Service
Magarpatta
01.2022 - 04.2024
- Handling calls, chats and emails. (social media when required).
- Complaints handling with positive resolution.
- Promoted high customer satisfaction by providing One Time Resolution with knowledgeable and friendly service.
- Ensure minimum customer efforts.
- Provided guidance to junior level customer support staff on how best to handle difficult situations.
- Evaluated individual performance and provided feedback.
- Identified areas where process changes were needed to meet customer expectations efficiently.
Senior Executive - Customer Management
Capita India Pvt Ltd.
Magarpatta
04.2018 - 01.2022
- Calls, Chats and Emails
- Effective and efficient working as an individual as well as a team.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Conducted performance assessments to identify areas of improvement and recommend corrective actions.
- Supervised and evaluated staff performance, providing feedback and guidance as needed.
- IHelp escalations.
Education
Bachelor of Commerce -
Pune University
Pune, MH, India03-2016
HSC -
Sinhgad College
Pune, MH, India04-2013
SSC -
GSPM English Medium School
Pune, MH., India04-2011
Skills
- Organizational Skills
- Customer Segmentation
- Inbound Call Management
- Problem-solving abilities
- Effective Communication
- Quality Control
- Relationship Building
- Customer Account Management
- Analytical Skills
- MS Office/Word/Excel
- 35 wpm Typing Speed
Additional Information
Experienced
Personal Information
Date of Birth: 11/03/95
Languages
English
First Language
Hindi
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Hobbies and Interests
- Travelling.
- Adventurous activities.
- Photography.
- Driving.
Timeline
Senior Customer Support Executive
Exl Service
01.2022 - 04.2024
Senior Executive - Customer Management
Capita India Pvt Ltd.
04.2018 - 01.2022
Bachelor of Commerce -
Pune University
HSC -
Sinhgad College
SSC -
GSPM English Medium School
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