Gs.shaheena Gilakaramenthi Shaik

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Kyc

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Documentation

Funnel and disbursal teams

• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Worked flexible hours across night, weekend, and holiday shifts.
• Managed time efficiently in order to complete all tasks within deadlines.
• Used critical thinking to break down problems, evaluate solutions, and make decisions
• Self-motivated, with a strong sense of personal responsibility.

About : Flipkart is an E-Commerce platform that allows front-line executives to interact with customers and escalates the issues to the concerned team for better resolution.

LOB

Call me back (CMB) L1 – Inbound - 04 Month and Business process outsourcing (ARE) L2- Outbound – 02 Month

• Handled inbound customer inquiries and resolved account issues with accuracy and professionalism.
• Documented call details and service actions in CRM systems for consistent follow-up.
• De-escalated customer complaints by identifying concerns and providing clear solutions.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
• Trained new Customer Service Representatives on company policies, procedures, and best practices.