Jaya Konwar
Client Service Executive
Gurgaon
Summary
Seeking a position to utilize my skills and abilities in the organization that offers professional growth while being resourceful, innovative and flexible and hence contribute to multi-fold growth of the organization I work for. Tenacious Client Service Executive with years of successful leadership and management experience. Committed to bettering the client service experience with timely assistance and helpful feedback. Confident and reliable with exceptional interpersonal communication and multitasking abilities. Passionate about creating organizational success.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
1
1
Language
Work History
Client Service Executive
CS Infotech
Gurgaon
03.2022 - Current
- Developed and maintained existing client relationship and developed new client relationships.
- Priced services correctly and directed development of client-customized solutions.
- Executed and devised business development strategies to attract and acquire new clients using content marketing, cold-calling and networking.
- Oversaw preparation of marketing copy, images, videos, emails, and other collateral.
- Communicating with clients and the team exchanging requirements, modifications, and results.
- Helping clients with status update of the ongoing campaign delivery and about payments.
- Generating potential contacts with Influencers and creators to run campaigns.
- Maintaining good relationships with clients and creators/influencers & to retain them.
- Negotiating and query resolving.
- Tracking tasks of campaign delivery and maintaining excel sheet report.
- Understanding client goals/objectives and their entire digital marketing needs.
- Serve as a day-to-day point of client contact. Work jointly with the internal team to drive campaign strategy & development.
Technical Support Analyst
Allstate Services Pvt Ltd
Pune
12.2019 - 09.2021
- Captive unit of United States Allstate Insurance
- Responsible for handling Technical issues on BT Technical & application issues of existing clients
- Part of the team handling highly escalated issues
- Responsible for ensuring high level of Client satisfaction for all escalated cases
- Ensuring clients are receiving 100% resolution of their technical issues with software and hardware.
- Ensuring to do follow up on escalation cases.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Completed daily logs for management review.
- Offered remote support for cloud-based and web-based clients via phone, email and chat.
- Resolved issues with systems, hardware and telephones quickly and accurately.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Reduced response time for Tier [Number] support tickets.
- Performed quality assurance and quality control assessments of support ticket fulfillment.
- Monitored systems in operation and quickly troubleshot errors.
- Authored technical requirement documentation to suit business goals and technological limits.
Sr. Executive
WNS Global Services Pvt Ltd
Pune
04.2019 - 11.2019
- I was working with IAG New Zealand process as part of their backend team
- Responsibilities were to check if the correct payment have been made & also to rectify and send it further for processing
- Took up the additional responsibility to make the closure of processing at my end because of my high accuracy of validation
- With a daily target of 120 file closures, I took additional responsibility of up to 250 file closures in a day and was appreciated across the board.
Customer Relation Advisor
Tech Mahindra
Pune
10.2017 - 05.2018
- Worked as a Retention Specialist for “3” British Telecom Process
- It was an inbound calling process; responsibility was to upgrade existing contracts for clients
- Due to my high conversion percentage, I was moved into the Escalation queue where customers were calling for cancellation of contract
- My responsibility was to not just retain them but also offer them the best offers as per their loyalty and retain them.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Participated in activities designed to improve customer satisfaction and business performance.
- Managed customer relations on ongoing basis to maximize customer retention.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Customer Service Representative
EXL Rescue Operation Team
Pune
08.2016 - 10.2017
- Part of the Rescue Operator Team for Sunshine ERS US process
- My responsibility was to help the retired customers who were registered with Allstate Insurance, with their car breakdown issues
- Responsible for handling 70 to 80 inbound calls per day
- Customers used to call us for their car breakdown issue and we used to provide service provider to them at any condition.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Sought ways to improve processes and services provided.
- Responded to customer requests for products, services, and company information.
Data Entry Operator
Arohan Micro Finance. (RO)
Guwahati
09.2015 - 08.2016
- Worked as DEO .
- Our target used to be 100 files per day to send with the approval for loans.
- As it was Microfinance company the Area managers used to interact with us and not the customers.
- I was awarded with best employee as I always used to work beyond targets.
- Verified data files prior to entry to maintain high data accuracy.
- Entered numerical data into databases with speed and accuracy.
- Evaluated source documents to locate needed information.
- Sorted documents and maintained organized filing process.
- Organized, sorted, and checked input data against original documents.
- Maintained files, records and chronologies of entry activities.
- Developed and maintained databases to store customer information.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
Education
Bachelor of Commerce - Advance Accountancy
Guwahati Commerce College
Guwahati 06.2012 - 06.2015
Commerce
Province College
Guwahati 07.2010 - 07.2012
10th - 10th
Jawahar Navodaya Vidyalaya
Morigaon, India 04.2001 -
Skills
(Can understand) – Bengaliundefined
Timeline
Client Service Executive
CS Infotech
03.2022 - Current
Technical Support Analyst
Allstate Services Pvt Ltd
12.2019 - 09.2021
Sr. Executive
WNS Global Services Pvt Ltd
04.2019 - 11.2019
Customer Relation Advisor
Tech Mahindra
10.2017 - 05.2018
Customer Service Representative
EXL Rescue Operation Team
08.2016 - 10.2017
Data Entry Operator
Arohan Micro Finance. (RO)
09.2015 - 08.2016
Bachelor of Commerce - Advance Accountancy
Guwahati Commerce College
06.2012 - 06.2015
Commerce
Province College
07.2010 - 07.2012
10th - 10th
Jawahar Navodaya Vidyalaya
04.2001 -
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