Ghan Singh Thapa
Summary
- A highly-skilled professional with over 6.4 years of experience in client service management, teamwork, help-desk, customer relationship management, product knowledge.
- Effectively managing customer inquiries and resolving issues in a timely manner as well as developing and implementing customer service policies and procedures.
- Extensive experience in analyzing customer feedback and trends to identify areas for improvement and enhancing the customer experience by collaborating with cross-functional teams.
- Leverage excellence in establishing and maintaining good rapport with customers and anticipating their needs.
- Effectively recommends new products and services or makes suggestions for improvement by identifying relevant features and benefits of new products or services. Ability to operate customer-related information systems to the required standard in order to maintain accurate and secure records.
- Gained expertise in maintaining an updated knowledge of the organization products, services, along with achieved proficiency in MS office Suite.
- An articulate communicator, adeptly interacts internally and externally throughout the process and ensure meeting organization promising values, additionally keeping updated with the latest technologies through blogs and publications.
- Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
- To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
7
7
years of professional experience
Work History
Sr. Associate Ops
WNS Global Services Pvt ltd.
10.2019 - Current
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Acted as a team leader in group projects, delegating tasks and providing feedback.
- Developed and maintained courteous and effective working relationships.
- Applied effective time management techniques to meet tight deadlines.
- Worked effectively in fast-paced environments.
- Demonstrated leadership skills in managing projects from concept to completion.
- Cultivating solid relationships with clients through the provision of exceptional after-sales service.
- Creating a positive onboarding experience for new clients.
- Regularly interacting with clients through telephone calls, email communications, or face-to-face meetings.
- Identifying ways to overcome clients' initial dislike of company products.
- Work with other areas of the firm as required, to serve clients and resolve any potential issues and problems.
- Maintaining an accurate record of all existing and potential clients.
- Adhere strictly to compliance and operational risk controls in accordance with the firm and regulatory standards, policies and practices
- Training and providing overall guidance to client service employees.
- Organizing training seminars to enable clients to fully utilize product features and benefits.
- Ensuring that the correct terms of sale are entered into the client database to prevent avoidable billing issues.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Leverage various communication channels to keep in touch with clients
- Communication with officers and other business partners involved in the maintenance of internal control standards and the development of related procedural guidance
Client Services Associate
Global Vision
10.2016 - 08.2019
- Delivered prompt service to prioritize customer needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Sought ways to improve processes and services provided.
- Responded to customer calls and emails to answer questions about products and services.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed and implemented customer satisfaction surveys to measure customer service quality.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Offered troubleshooting advice to assist customers with technical issues and navigate smooth process.
- Trained new personnel regarding company operations, policies and services.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Increased efficiency and team productivity by promoting operational best practices.
- Developed and implemented customer service policies and procedures to apply best practices and establish quality standards.
- Maintained up-to-date knowledge of product and service changes.
- Implemented and developed customer service training processes.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
Education
Bachelor of Arts -
Sri Dev Suman Uttarakhand University
Dehradun08.2019
High School Diploma -
Doon Valley Public School(CBSE)
Dehradun05.2015
Skills
- Project Management Abilities
- Research
- Plates Presentation
- Filing
- Administrative Support
- Executive Management Support
- Brand Representation
- Report Transcription
- Administrative and Office Support
- Lotus Notes
- Report Preparation
- Active Listening
- Critical Thinking
- Coordination
- Microsoft Excel
- Customer Relationship Management
- Senior Leadership Support
- Microsoft Word
- Quality Control
- Problem-Solving Ability
Accomplishments
- Supervised team of 6 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved League of champions certificate by completing the projects with accuracy and efficiency.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The road to success and the road to failure are almost exactly the same.
Colin R. Davis
Timeline
Sr. Associate Ops
WNS Global Services Pvt ltd.
10.2019 - Current
Client Services Associate
Global Vision
10.2016 - 08.2019
Bachelor of Arts -
Sri Dev Suman Uttarakhand University
High School Diploma -
Doon Valley Public School(CBSE)
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