Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

HEMLATA TOMAR

NCR

Summary

Multi-talented Senior Executive knowledgeable about sales, operations and personnel management. Successful at stepping into diverse positions and making immediate positive contributions. Focused on optimizing operations and motivating employees while establishing market dominance.

Overview

5
5
years of professional experience

Work History

Senior Executive

Healthians PVT LTD
12.2019 - 04.2023
  • Managed inbound calls regarding blood collection and addressed customer queries, ensuring accurate and timely assistance.
  • Provided support and guidance to On-the-Job Training (OJT) personnel, helping them develop their skills and knowledge.
  • Managed the production floor, ensuring smooth operations and meeting performance targets.
  • Handled escalated cases from customers, effectively resolving issues and ensuring customer satisfaction.
  • Worked on the government panel, adhering to regulatory requirements and maintaining compliance.
  • Assumed responsibility for handling Level 2 escalations over inbound calls, providing advanced support and resolutions.
  • Led the team in the absence of the Team Leader, ensuring workflow continuity and maintaining high service standards.
  • Collaborated with cross-functional teams to address complex customer issues and provide appropriate solutions.
  • Conducted regular performance evaluations and provided feedback to team members, promoting their professional growth.
  • Implemented process improvements to enhance customer service efficiency and optimize customer satisfaction.

Customer Support Senior Executive

Airtel
12.2017 - 10.2019
  • Handled inbound calls from customers regarding their bills and queries, providing prompt and accurate resolutions.
  • Demonstrated empathy and understanding while addressing customer concerns, ensuring a superior experience.
  • Successfully resolved escalated cases by investigating issues, coordinating with relevant departments, and providing effective solutions.
  • Developed strong client relationships by consistently exceeding service standard goals and fostering trust and loyalty.
  • Collaborated with team members to enhance the overall customer service experience and exceed team goals.
  • Cross-trained in various roles and provided backup support for organizational leadership, ensuring smooth operations during absences or high workload periods.
  • Conducted training sessions for staff members on operating procedures and company services, ensuring consistent service delivery.
  • Delivered excellent customer service by efficiently resolving issues and responding to inquiries in a timely manner.
  • Monitored customer service effectiveness by analyzing performance metrics and implementing improvements to enhance service quality.
  • Provided recommendations to streamline and simplify the customer support system, resulting in improved response time and customer satisfaction.

Education

Bachelor of Arts - B.A.

Jiwaji University
05.2017

Skills

  • Managing Operations and Efficiency
  • Performance Tracking and Evaluations
  • Growth Planning
  • Business Analysis
  • Collaborate Cross-Functionally
  • Operations Oversight
  • Administrative Support
  • Incident Investigation
  • Workload Delegation
  • Strategic Planning

Languages

Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)

Timeline

Senior Executive

Healthians PVT LTD
12.2019 - 04.2023

Customer Support Senior Executive

Airtel
12.2017 - 10.2019

Bachelor of Arts - B.A.

Jiwaji University

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HEMLATA TOMAR