Ekta Gurbani
custmer success manager
Mumbai
Summary
My plan is to build a long-term career with a progressive & professionally Managed institution in a competitive, challenging & rewarding environment. I Have equipped myself conceptually & practically towards achieving my goal & on the lookout for an opportunity to apply myself excellent organizational skills with superior memory for details & strong work ethic.
Overview
13
13
years of professional experience
2014
2014
years of post-secondary education
3
3
Languages
Work History
Network & Svcs Operation Senior Analyst
Accenture
09.2018 - Current
- As Customer Service Manager, promoted to the role of team leader (Feb 2022) and responsible for managing a team of 20 employees and training new trainees
- Demonstrated the ability to diffuse escalated customer situation through high-level problem solving
- Work with other teams to identify improvement opportunities and ensure end-to-end success of the process
- Manage the operational support and oversee remediation activities with designated extended managed service providers
- Onboard / Educate customers to leverage company’s policies and procedures, customer facing support and ordering systems
- Identify opportunities to drive and support a globally consistent customer experience
- Conduct customer meetings and capture insight by driving meaningful dialogue
- Responsible for owning and resolving a wide range of standard and non-standard customer requests and account issues
- Responsible for all the weekly, monthly, daily & adhoc reports and Capacity Planning
- Act as the customer advocate with thoughtful and creative balance between customer and business needs
- Independently identify when to develop and implement service improvement plans – drive cross functionally to improve the overall customer experience
- Review the performance as defined SLA, OLA and conduct weekly/monthly/quarterly governance meeting
- Suggest process improvements and work with other teams to implement changes
- Documented and tracked the timeline of events that occurred in the process to resolution for each of the incidents managed in support of post-mortem /root cause analysis
- Keen customer-centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores
- Resourceful in setting out in-house quality standards for various operational areas, ensuring high-quality customer experience while adhering to SLAs for their services
- Hands-on experience with Excel, PowerPoint, Word, SharePoint and tools like Service Now
- Effective leader with excellent motivational and engagement skills to sustain growth momentum while motivating peak individual performances
Customer Service Executive
Abu Dhabi Commercial Bank
09.2018 - Current
- Handling Inbound calls related to Retail Banking, which includes CASA, Loans, Credit cards, Overdraft, NPS, Insurance and Investments
- Processing the request for the credit card loans, personal payment plans, balance transfer, card replacements, blocking the cards because of the frauds and even raising the dispute for the fraud transactions done either using credit cards or accounts or via internet banking or mobile banking
- Checking the details of the delay in remittance transactions and all the offers and campaigns related to CASA, credit cards and loans
- Taking team huddles with regards to the new updates of the banking process and discussing the error and complaints
- Met all my SLAs like Sales, AHT, X-sell, voice pass, complaints, log in hours, service request errors, and Net promoter score
- Have taken escalation calls regards to the complaints and got them resolved successfully within the TAT
- Always among the top 5 performers in the process with zero errors and complaints and have been awarded with the performer of the month award
- I have always achieved my Sales target every month and have overachieved in few months
- Call listening/ live call barging done with the low performers and quality feedback given to them, which helped them to improve their performance and meet there, SLA’s
Associate Oops
WNS
05.2015 - 01.2016
- Solving customer queries via E-mail
- Providing resolutions
- Transfers funds to all countries in UK Exchange Rate
- Making WIRE-PAYMENT
- Worked on Amadeus and Pegasus
- Manage high volume workload within a deadline-driven environment
Back Office Administrator
Source India Cars & Insurance
04.2012 - 01.2015
- Handling customer queries and providing resolutions
- Selling of new and renewal of Insurance for 2 / 4-wheeler
- Effectively and efficiently managing the daily activities of the stores
- Effectively and efficiently managing the petty cash for store activities
- Data Management for the store
- Managing the store activities single handedly
Education
TY. BCom -
Mumbai University
Class 12th - undefined
Maharashtra State board
Class 10th - undefined
Maharashtra State board
Skills
Delivery/SLA Management
Personal Information
Date of Birth: 05/04/94
Timeline
Network & Svcs Operation Senior Analyst
Accenture
09.2018 - Current
Customer Service Executive
Abu Dhabi Commercial Bank
09.2018 - Current
Associate Oops
WNS
05.2015 - 01.2016
Back Office Administrator
Source India Cars & Insurance
04.2012 - 01.2015
Class 12th - undefined
Maharashtra State board
Class 10th - undefined
Maharashtra State board
TY. BCom -
Mumbai University
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