Heeba Hawaldar
Mumbai
Summary
Passionate customer service professional with a strong focus on delivering exceptional experiences. Known for effectively addressing concerns and improving customer satisfaction. Seeking to transition into digital marketing.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Process Associate
Infinx Healthcare
Mumbai
04.2021 - 10.2024
- Managed the development of operational policies, procedures, and standards for customer service operations.
- Monitored team performance and provided coaching when needed.
- Oversaw authorization workflows for prompt approvals
- Handled and resolved client email queries promptly
- Managed fax correspondence related to healthcare services
- Maintained positive working relationship with fellow staff and management.
Customer Service Executive
Tech Mahindra
Mumbai
08.2019 - 05.2020
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Managed and resolved consumer problems quickly for higher satisfaction rates
- Boosted sales to meet organizational objectives
- Resolved customer issues with in-depth solutions
Education
Bachelor of Commerce -
Bunt Sangha’s S.M. Shetty Education Institute
Mumbai, India01-2019
Higher Secondary Certificate -
Bunt Sangha’s S.M. Shetty Education Institute
Mumbai, India01-2016
Secondary School Certificate -
St. John’s The Evangelist High School
Mumbai, India01-2014
Skills
- Effective Communication Skills
- Process Analysis
- Customer Support Expertise
- Collaborative Team Player
- Quick Adaptation Skills
- Client Relationship Management
Affiliations
- Former Social Media Influencer - collaborated with brands such as My Glamm, Swiss Beauty, and WOW Skin.
Languages
Urdu
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Marathi
Elementary (A2)
A2
Certification
- Facebook & Instagram Ads Certification by Skill Nation
Timeline
Senior Process Associate
Infinx Healthcare
04.2021 - 10.2024
Customer Service Executive
Tech Mahindra
08.2019 - 05.2020
Bachelor of Commerce -
Bunt Sangha’s S.M. Shetty Education Institute
Higher Secondary Certificate -
Bunt Sangha’s S.M. Shetty Education Institute
Secondary School Certificate -
St. John’s The Evangelist High School
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