Harshala Khambe
Thane
Summary
Dedicated professional with expertise in process improvement and quality assurance. Proven track record in enhancing customer satisfaction and streamlining workflows. Committed to delivering impactful solutions through effective communication and data analysis.
Overview
6
6
years of professional experience
Work History
Senior Process Associate
Tata Consultancy Services Ltd
Thane
10.2023 - Current
- Resolved escalated issues from customers in a timely manner while ensuring satisfaction with solutions provided.
- Maintained positive working relationship with clients to enhance communication and collaboration.
- Analyzed process workflows to identify areas for improvement and efficiency.
- Implemented quality assurance measures to ensure accuracy of information collected from customers.
- Identified needs of customers promptly and efficiently.
Senior Customer Service Representative
Converges India Services Pvt Ltd
Thane
06.2022 - 09.2023
- Assisted customers with inquiries and resolved issues efficiently.
- Documented customer interactions using company CRM software.
- Trained new staff on company policies and customer service best practices.
- Conducted follow-up calls to ensure customer satisfaction and retention.
- Handled escalated complaints with professionalism and empathy.
- Consulted with customers regarding needs and addressed concerns.
- Conducted customer service training for new hires.
- Educated customers about products, pricing and policies to address and resolve issues.
Junior Associate
Hdfc Ergo General Insurance Company
Bhandup
11.2020 - 06.2022
- Assisted clients in understanding insurance policies and claim processes.
- Processed policy applications and maintained accurate customer records.
- Collaborated with teams to streamline claims handling procedures.
- Provided support in resolving customer inquiries and issues efficiently.
- Maintained up-to-date knowledge of industry trends and insurance products.
- Monitored customer feedback through surveys and focus groups.
- Developed strategies to improve customer satisfaction ratings.
- Answered incoming calls from customers seeking assistance or information.
MIS Executive
Homesfy
Thane
09.2019 - 09.2020
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Utilized various software and tools to streamline processes and optimize performance.
Education
Master in Commerce - Accounting And Finance
Idol University Mumbai
Kalina Santacruz06-2021
Bachelor in Accounting & Finance -
N.G Bedekar College of Commerce
Thane08-2018
Higher Secondary Certificate -
Elphinstone College
Mumbai02-2015
Secondary School Certificate -
St John The Baptist High School
Thane03-2013
Skills
- Process improvement
- Quality assurance
- Customer relationship management
- Data analysis
- CRM software
- Conflict resolution
- Communication skills
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Native
Native
Accomplishments
Top NPS Performer
Affiliations
Subject Master Expert
Timeline
Senior Process Associate
Tata Consultancy Services Ltd
10.2023 - Current
Senior Customer Service Representative
Converges India Services Pvt Ltd
06.2022 - 09.2023
Junior Associate
Hdfc Ergo General Insurance Company
11.2020 - 06.2022
MIS Executive
Homesfy
09.2019 - 09.2020
Master in Commerce - Accounting And Finance
Idol University Mumbai
Bachelor in Accounting & Finance -
N.G Bedekar College of Commerce
Higher Secondary Certificate -
Elphinstone College
Secondary School Certificate -
St John The Baptist High School