Hera Alam

Accenture

Gurgaon

02.2022 - Current

Analyzed and documented customer service data to identify trends in customer needs, preferences and satisfaction levels.
Developed strategies for improving customer service processes, procedures and policies.
Created reports on key performance indicators related to customer services activities.
Maintain accurate records of service activities and generate detailed reports for management review.
Implement and enforce quality assurance procedures to maintain high standards of service delivery.
Assessed current processes used by the organization for providing customer service, making recommendations for improvement where necessary.
Coordinated with other departments to resolve customer complaints quickly and efficiently.
Ensured that all documentation related to service management issues was accurate and up-to-date at all times.
Researched industry best practices regarding customer service initiatives and identified opportunities for implementation within the organization.
Evaluated existing IT infrastructure in order to identify areas requiring upgrade or improvement in order to meet changing demands from customers.
Reviewed established procedures to assess areas in need of improvement.