Summary
Overview
Work History
Education
Skills
Interests
Timeline
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Darshita Srivastava

Darshita Srivastava

Senior Associate
New Delhi

Summary

Dedicated Associate with extensive experience collaborating with clients, promptly identifying needs and recommending products and services to accomplish clients' goals. Strong communicator focused on delivering outstanding customer experience.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Senior Associate

WNS Global Services
09.2023 - 04.2024
  • Customer Interaction: Handled complex customer inquiries and complaints, ensuring prompt and accurate resolutions. Maintained high level of customer satisfaction through effective communication and problem-solving.
  • Performance Metrics: Monitored and reported on key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores. Utilized data to drive improvements and achieve team goals.
  • Conflict Resolution: Managed escalated customer issues with professionalism and empathy, ensuring satisfactory outcomes and maintaining positive customer relationships.

Customer Support Associate

IEnergizer
03.2019 - 06.2020
  • Documentation: Accurately recorded customer interactions and transactions, including details of inquiries, complaints, and actions taken. Maintained comprehensive and up-to-date records in customer relationship management (CRM) system.
  • Customer Feedback: Collected and analyzed customer feedback to identify trends and areas for improvement. Worked with team to implement changes that enhanced overall customer experience.

Analyst

Maintec Technologies
10.2016 - 06.2018
  • Customer Interaction: Answered incoming calls, emails, and chat messages from customers, addressing their questions and concerns in a friendly and professional manner.
  • Learning and Development: Participated in ongoing training and development programs to improve customer service skills and product knowledge. Sought guidance and feedback from more experienced colleagues.

Education

Master of Social Work -

Ignou, India
India
04.2001 -

B.tech - Electrical Engineering

Dr. A.P.J. Abdul Kalam Technical University
India
08.2012 - 06.2016

Skills

  • Proofreading

  • Production Support

  • Analytical Skills

  • Complaint Handling

  • Collaborative Team Player

  • De-Escalation Techniques

  • Conflict Resolution

  • Tracking and Documentation

  • Interpersonal Communication

  • Brand representation

  • Problem-Solving

  • Adaptability

  • CRM Software

Interests

Yoga

Travelling

Reading

Timeline

Senior Associate

WNS Global Services
09.2023 - 04.2024

Customer Support Associate

IEnergizer
03.2019 - 06.2020

Analyst

Maintec Technologies
10.2016 - 06.2018

B.tech - Electrical Engineering

Dr. A.P.J. Abdul Kalam Technical University
08.2012 - 06.2016

Master of Social Work -

Ignou, India
04.2001 -

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Darshita SrivastavaSenior Associate