Diksha Raut
Siliguri
Summary
Dynamic professional with extensive experience at SemaConnect Systems, specializing in customer engagement and problem resolution. Achievements include a demonstrated ability to enhance customer satisfaction and retention through effective conflict resolution and vendor management. Proficient in training representatives and managing escalations, consistently delivering exceptional service in high-pressure environments. Career aspirations focus on further optimizing customer experiences while leading teams to achieve operational excellence.
Overview
18
18
years of professional experience
Work History
Project Manager
STPS Innovative solutions
Bangalore
12.2024 - Current
- Served as intermediary for vendors, ensuring resolution of inquiries and concerns.
Communicated company policies and expectation changes to all vendors.
Alerted management about vendor issues that could disrupt customer service.
Managed escalations related to vendor payments efficiently.
Administered vendor accounts, verifying licenses and insurance compliance.
Mentored vendors on report errors and assessed their performance ratings.
Identified and recruited additional vendors for comprehensive regional coverage.
Simultaneously managed various projects by developing detailed plans and adjusting timelines. - Trained new joiners
- Negotiated contracts with vendors and suppliers based on company objectives and budget constraints.
- Provided guidance to team members regarding tasks assigned to them.
- Participated in cross-functional teams responsible for developing innovative solutions for complex problems.
- Built and established strong partnerships with teams, vendors and contractors.
SR Customer Service Rep
SemaConnect Systems India Private Limited
Bangalore
10.2023 - 09.2024
- Answer inquiries by clarifying desired information by researching, locating, and providing information
- Resolve problems by clarifying issues, exploring answers, providing alternative solutions, escalating unresolved queries and implementing solutions
- Fulfil requests by clarifying desired information, completing transactions, forwarding requests and performing appropriate follow ups
- Maintain contact centre database by entering information
- Keep equipment operational by following established procedures and reporting malfunctions
- Enhance organization reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments
- The customer service activity is a 24/7 operation with rotational work hours/shifts
- Improved customer satisfaction and retention by proactively reviewing new customer accounts and reaching out to offer assistance.
- Resolved escalated customer complaints in a timely manner.
- Managed incoming calls from customers while providing exceptional service.
- Educated customers about products, pricing and policies to address and resolve issues.
- Assisted customers by answering questions, addressing concerns and providing current account information.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Project Manager
Hire A Pro Construction Corp.
Bangalore
11.2022 - 10.2023
- Act as a liaison for vendors to assure questions, problems and concerns are addressed
- Ensure vendors are informed of Company policies, changes in expectation & requirements
- Inform management of situations or problems with vendors that could affect customer service
- Handle vendor payment escalations
- Maintain vendor accounts, License and Insurance
- Coach vendors on the incorrect reports and rank them on their performance
- Handle escalations from the clients and Vendor
- Recruit new Vendor to ensure complete cover in the area or county
- Final decision maker to discontinue, prohibit or remove an appraiser depending on their performance
- Sharing knowledge, best practice and experience with colleagues in the achievement of their goals and business objectives
- Managed multiple projects with competing deadlines simultaneously.
- Developed and maintained project plans, timelines, and budgets.
- Identified project needs by reviewing project objectives and schedules.
- Modified project plans when needed to better align with organizational objectives.
Sr Customer Service Representative
1Fb Support Services Pvt.Ltd
Bangalore
08.2014 - 11.2022
- Provide customer support to individuals calling in with regard to their credit card
- Assist the customers with regard to fraud transactions, lost and stolen report
- Handle escalation calls with regards to payment and assist Card members with payment
- Assist the customer with the renewal of their cards
- Handle calls with regards to fraud on credit card and assist card member to file fraud
- Upsell other product as and when opportunity arise
- Ensured compliance with applicable laws and regulations related to customer service.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
- Resolved escalated customer complaints in a timely manner.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Analyst
ISGN
Bangalore
06.2012 - 05.2014
- Company Overview: Bangalore, India
- Act as a liaison for vendors to assure questions, problems and concerns are addressed
- Ensure vendors are informed of ISGN policies, changes in expectation & requirements
- Inform management of situations or problems with vendors that could affect customer service
- Handle vendor payment escalations
- Maintain vendor accounts, License and Insurance
- Coach vendors on the incorrect reports and rank them on their performance
- Handle escalations from the clients directly
- Appointed as a POC to consolidate the data from the team members related to payments and the vendor accounts on a daily basis and send the data to the accounts manager in the United States for resolution
- Authorized to hike or lower the rank depending on the vendor’s performance
- Recruit new appraisers to ensure complete cover in the area or county
- Final decision maker to discontinue, prohibit or remove an appraiser depending on their performance
- Sharing knowledge, best practice and experience with colleagues in the achievement of their goals and business objectives
- Allocating work to the team and have ensured that the work is completed within the stipulated time
- Recruitment, train the new joiners in the team
- Floor coach and also take escalation calls and deescalate it
- Bangalore, India
SR Customer Service Rep
Accenture PVT. Ltd
Bangalore
05.2011 - 05.2012
- Provide customer support to individuals calling in with regard to their car insurance
- Assist the customers with regard to their insurance renewal and claim
- Sell car insurance and up-sell pet and home insurance
- Handle escalation calls in the absence of the supervisor
- Authorized to give renewal discounts or gift voucher depending on the customer profile
- Pilot batch to successfully work on the new application and enhance performance
Customer Service Representative
HSBC
Bangalore
08.2007 - 04.2011
- Make sure that the complete loan package is received and QC’d before being sent to the underwriters
- Authorized to change the Tier of the package depending on the paper work received for processing the Loan
- Training the new joiner in the team
- Quality Check for the team members
- Making sure all the documents received are correct and up to date
- Taking care of escalations from the Business Area
- Successfully completed a lean project for the process
- Actively participated in the company wide activity
- Awarded the Learning curve champion and also Team of the quarter - twice
- Monitoring and processing loans within turnaround time
- Handling queues with various applications, ensuring that quality and turnaround times were not compromised as per targets set by the Business Area
- Allocating work to the team and have ensured that the work is completed within the stipulated time
Education
12th ISC -
Rockvale Academy
Kalimpong , West Bengal01.2007
10th ICSE -
Rockvale Academy
Kalimpong , West Bengal01.2005
Skills
- Customer Engagement
- Problem resolution
- Vendor management
- Call handling
- Client Relationship Management
- Conflict resolution
- Customer support
- Representative training
- Inbound call answering
Personal Information
- Passport Number: T9366855
- Date of Birth: 08/01/89
- Marital Status: Single
Timeline
Project Manager
STPS Innovative solutions
12.2024 - Current
SR Customer Service Rep
SemaConnect Systems India Private Limited
10.2023 - 09.2024
Project Manager
Hire A Pro Construction Corp.
11.2022 - 10.2023
Sr Customer Service Representative
1Fb Support Services Pvt.Ltd
08.2014 - 11.2022
Analyst
ISGN
06.2012 - 05.2014
SR Customer Service Rep
Accenture PVT. Ltd
05.2011 - 05.2012
Customer Service Representative
HSBC
08.2007 - 04.2011
12th ISC -
Rockvale Academy
10th ICSE -
Rockvale Academy
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