Jacqueline Amanna
Mumbai
Summary
Proven leader in customer service, adept at complaint resolution and communication, with a track record of increasing customer satisfaction ratings at WNS Global Services Pvt. Ltd. Excelled in team coaching and problem-solving, ensuring timely delivery of solutions. Recognized for outstanding leadership and teamwork abilities, achieving key performance indicators efficiently.
Overview
13
13
years of professional experience
Work History
Associate and Team Coach
India Assistance a Mapfre Company
Mumbai
05.2011 - 01.2014
- Answered customer inquiries and provided accurate information regarding different car prices and features. Assisted customers with breakdown services.
- Provided exceptional customer service to ensure customer satisfaction. Resolved customer complaints promptly and efficiently
- Contacted customers to get after-sales and service feedback. Contacted customers to arrange a test drive.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs
- Mentored junior and new team members. Refresher training and quality feedback were given when required.
- Prepared daily reports, roster, maintained attendance, along with overtime data. Ensured correct data is ready for the agents to start their daily work. Cleaning the data and sending it to the MIS team.
- Monitoring inbound calls to ensure all calls are answered in the given TAT to achieve abandoned and answered call percentages.
- Identified areas of improvement in customer service processes and suggested changes accordingly
- Recognized by management for providing exceptional customer service
Senior Customer Service Executive
Tata Consultancy Services Pvt. Ltd
Mumbai
07.2014 - 09.2017
- Solving customer queries through emails and the Global 360 application.
- Reviewed the customer's account to verify whether the information is reported to the credit bureaus correctly.
- Posting the missing payment to the correct account.
- Assisted pilot batch with queries and concerns.
- Responsible for issuing credit balance refunds after multiple checks.
Senior Customer Service Executive
WNS Global Services Pvt. Ltd
Mumbai
01.2018 - 01.2024
- I worked on live chat and email channels. Aimed at resolving customers' queries and complaints quickly. Handled complaint escalations.
- Suggested alternative solutions when unable to resolve the issue at hand
- Adjusted bills and refunded money to resolve customers' service or billing complaints
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs
- Utilized resources such as FAQs, help documents, user manuals and other reference materials when assisting customers
- Monitored customer satisfaction levels through surveys and feedback forms
- Assisted customers in navigating website and troubleshooting issues with products or services
- Reported any potential problems or bugs encountered while providing support
- I got an opportunity to take refresher training and to coach new members virtually.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly
- Recognized by management for achieving KPIs.
Education
Graduate in Bachelor of Commerce
Mumbai University
04-2011
Skills
- Customer service
- Complaint resolution
- Communication
- Live chat support
- Teamwork
- Time management
- Problem-solving abilities
- Leadership
Languages
English
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Elementary (A2)
A2
Timeline
Senior Customer Service Executive
WNS Global Services Pvt. Ltd
01.2018 - 01.2024
Senior Customer Service Executive
Tata Consultancy Services Pvt. Ltd
07.2014 - 09.2017
Associate and Team Coach
India Assistance a Mapfre Company
05.2011 - 01.2014
Graduate in Bachelor of Commerce
Mumbai University
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