Hasmeet Kaur
Customer Service Associate
Gurgaon
Summary
• A seasoned executive and dedicated professional with 6 years of experience in Operation and Customer support.
• Ensured project delivers required benefits within SLA and meeting quality requirements with protocols.
• As per management framework, involved in documentation and successful completion of work within all LOB’s.
• Maintained communication at all levels to facilitate smooth and effective delivery of projects.
• Organized and performed duties as specified by the client or upper-level management.
• Consistent awardee for perfect attendance and going positive customer reviews.
• I have the experience in dealing with passengers through calls, chats and emails of the Customer relation Department dealing with customer complaints pertaining to upgrade device, plans, troubleshooting, damage baggage, flight delays, no show passengers, and inflight complaints and the Post sales call. Having a knowledge of GDS, like Amadeus and World Span. Fast learner, self-motivated, applying methods and technical updates in my day-to-day work with a high degree of attention and commitment to work.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Customer Service Associate
Pasona India Pvt Ltd
Delhi
2021.06 - Current
- Provided exceptional customer assistance across various channels, including calls, emails, chat, and social media, ensuring a seamless and personalized experience.
- Skillfully managed social media escalations, outcalls, and emails, addressing customer concerns promptly and effectively.
- Demonstrated proficiency in SharePoint data management, maintaining organized and accessible information.
- Utilized Salesforce ticketing system for efficient customer data management, ensuring accurate and up-to-date records. Expertly handled Box data management, ensuring secure and streamlined access to essential files.
- Efficiently managed Liveperson chat interactions, offering real-time support to customers.
- Played a crucial role in tracking and addressing fraudulent activities, safeguarding the interests of both the customers and the company.
- Successfully processed payments and settlements with Payment Gateways (PayU & Adyen), ensuring smooth financial transactions.
Monitored warehouse operations closely, ensuring optimal efficiency and inventory management. - Resolved payment disputes with stores, facilitating smooth and timely transactions.
- Coordinated bulk order operations, liaising with various departments such as Store, Finance, Logistics, Warehouse, and Customer to ensure seamless execution.
- Handled escalations from CEO and Japan HQ, addressing high-priority issues with utmost care and attention.
- Processed manual refunds efficiently, ensuring customer satisfaction and maintaining financial integrity.
- Skillfully managed weekly, monthly, and yearly data, providing valuable insights to the department to drive growth and improvement.
- Monitored customer feedback on a daily basis, proactively addressing concerns and gathering insights for continuous improvement.
KNOWLEDGE ENGINEER
ACCENTURE
Gurgaon (HR)
2019.09 - 2020.12
- Handle complaints, provide appropriate solutions and alternatives within the time limit.
- Resolve customer queries via chat
- Providing first chat resolution to customers.
- Providing customers, the alternative options by offering them relevant promotions and offers
- Handling escalations chat
- Help customers to upgrade their devices, plans and sending those confirmations via e-mail
- Help customers in troubleshooting for their devices
- Keeping records for customer interactions
CUSTOMER SERVICE EXECUTIVE
PROVINCE INFOTECH
Gurgaon (HR)
2018.08 - 2019.08
- Knowledge of GDS (Amadeus, World span)
- Executing the correct tagging of the calls, between the general Inquiry and transfers.
- Resolve customer complaints via phone and e-mail.
- Providing passengers E-ticket and guiding them for proper SSR’s
- Handle complaints, provide appropriate solutions and alternatives within the time limit.
- Sending the confirmation e-mails to the passengers.
- Providing first call resolution to the passengers.
- Identify and asses’ customer needs to achieve satisfaction.
- Keep records of customer interactions.
- Follow communication procedures, guidelines, and policies.
- Work with customer service manager to ensure proper customer service is being delivered.
Customer Service Executive
INTERGLOBE TECHNOLOGY PVT LTD
Gurgaon (HR)
2017.07 - 2018.08
- Effectively handled customer complaints related to damaged baggage, flight delays, no-show passengers, and inflight issues through calls and emails in the Customer Relations Department.
- Acted as a gatekeeper, efficiently allocating cases to the respective teams based on their Line of Business (LOB).
- Implemented the plan by verifying the accuracy of the tagging on the CRM tool in accordance with the customer's complaint.
- Conducted interim calls to passengers for escalation cases, ensuring prompt communication and personalized attention.
- Coordinated with airport staff and various departments to resolve customer issues and address their concerns effectively.
- Maintained a high level of professionalism and communication to ensure seamless cooperation between teams and departments.
Education
Bachelor of Journalism And Mass Communication -
Chaudhary Charan Singh University
Institute Of Management Studies Noida 2013.03 - 2016.04
Senior Secondary -
CBSE Board
Delhi 2001.04 -
Matriculation -
CBSE Board
Delhi 2001.04 -
Skills
Customer Service Satisfaction
Personal Details:
Date of Birth: 22-Aug, 1995
Father’s Name: Mr. Gurdeep Singh Chhabra
Gender: Female
Nationality: INDIAN
Marital Status: Single
Declaration
I am confident to work in a team with motivation, spirit and hereby assure that I will perform all the jobs assigned to me with dedication and commitment.
Timeline
Customer Service Associate
Pasona India Pvt Ltd
2021.06 - Current
KNOWLEDGE ENGINEER
ACCENTURE
2019.09 - 2020.12
CUSTOMER SERVICE EXECUTIVE
PROVINCE INFOTECH
2018.08 - 2019.08
Customer Service Executive
INTERGLOBE TECHNOLOGY PVT LTD
2017.07 - 2018.08
Bachelor of Journalism And Mass Communication -
Chaudhary Charan Singh University
2013.03 - 2016.04
Senior Secondary -
CBSE Board
2001.04 -
Matriculation -
CBSE Board
2001.04 -
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