Customer Satisfaction: Achieved a 98% customer satisfaction rate by providing timely and accurate resolutions to credit card queries, strengthening brand loyalty. First-Call Resolution: Enhanced first-call resolution rates by 25%, improving the overall customer experience and reducing repeat call volumes. Service Excellence: Recognized for delivering exceptional customer service, resulting in a 30% increase in positive customer feedback scores. Analytical and customer-focused Customer Service Analyst with 10 years of experience in the financial services sector. Proven ability to interpret customer data, optimize service delivery, and drive process improvements. Skilled in stakeholder communication, root cause analysis, and cross-functional collaboration. Adept at balancing customer satisfaction with operational efficiency.
Training and mentoring
Call validation/Feedback
Quick thinking and decision-making
Ownership
Customer Satisfaction