Jinal Patwari
Mumbai,MH
Summary
Accomplished Sr. Customer Service Executive with a proven track record at Teleperformance, enhancing first-contact resolution and streamlining service processes. Expert in customer service and Microsoft Office, I've led teams to improve efficiency and foster strong relationships, significantly boosting client satisfaction. Skilled in balancing technical proficiency with empathetic communication, I excel in fast-paced environments, driving positive outcomes and business growth.
Overview
3
3
years of professional experience
Work History
Sr. Customer Service Executive
Teleperformance
Malad, India, (Remote)
06.2023 - Current
- Achieved high levels of first-contact resolution by empowering team members with the necessary knowledge base to address diverse client concerns effectively.
- Answered multi-line phones and used active listening skills to assess client's issues and challenges.
- Streamlined the service process for increased efficiency by implementing new strategies and tools aimed at reducing response times.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Optimized workflow processes by identifying bottlenecks and implementing targeted improvements in key areas.
- Promoted a positive work environment by consistently demonstrating leadership skills, empathy, and professionalism towards both customers and colleagues.
Educational Counselor
INurture Education Solutions Private
NKC COLLAGE, MALAD (w), India
03.2022 - 02.2023
- Maintained detailed records of student interactions and interventions for accurate reporting purposes.
- Stayed abreast of current trends and best practices in educational counseling to continually enhance service offerings for students and families.
- Implemented data-driven practices to monitor student progress towards academic and personal growth goals.
- Served as the primary contact for scholarship information, assisting students in securing financial aid for post-secondary education pursuits.
- Increased college acceptance rates through effective application support and recommendation letters.
- Assisted students in identifying their strengths, interests, and values for informed decision-making regarding future careers.
- Strengthened relationships with parents, teachers, and administrators to foster a supportive learning environment.
Tele-counsellor
Speakwell English Academy
Borivali West, India
08.2021 - 04.2022
- Delivered personalized follow-up communication to prospective students, reinforcing their initial interest and addressing any additional concerns they may have had.
- Established strong relationships with potential students and their families, fostering trust and rapport throughout the counseling process.
- Increased client satisfaction by providing timely and accurate information on various educational programs.
- Facilitated a positive counseling experience for all parties involved through active listening skills, empathy, and genuine concern for the success of each individual student''s academic journey.
- Managed a high volume of inbound calls efficiently, prioritizing tasks as needed to meet daily objectives successfully.
Education
No Degree - HSC
NIRMALA MEMORIAL COLLAGE, KANDIVALI (E)
Borivali (East)02.2019
Skills
- Customer Service
- Product and service knowledge
- Team Training
- Sales Strategies
- Computer Skills
- Microsoft Office
- Administrative and Office Support
- Store maintenance
- [Language] Fluency- English, Hindi
- Remote Office Availability
Timeline
Sr. Customer Service Executive
Teleperformance
06.2023 - Current
Educational Counselor
INurture Education Solutions Private
03.2022 - 02.2023
Tele-counsellor
Speakwell English Academy
08.2021 - 04.2022
No Degree - HSC
NIRMALA MEMORIAL COLLAGE, KANDIVALI (E)