Jyoti Srivastava

Handling Team Queries and extending floor support to team leads and members.

• Investigating and solving customer’s problems, which may be complex or long-standing problems that have been passed on by customer service assistants.
• Handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
• Keeping accurate records of discussions or correspondence with customers;
• Clear understanding of MobiKwik’s product range (benefits, limitations, profitability to MobiKwik etc.) together with in-depth knowledge of MobiKwik’s transactional products and services
• Sound general PPI knowledge and an understanding of the regulatory environment (processes, systems, mechanisms) in order to effectively service the User
• Inter-department co-ordination to discuss operational issues and getting resolved on priority.
• Training and sharing appropriate feedback with team members on regular intervals.
• Work actively to improve and maintain team members morale and relations across the service
• Recognized success and ensured positive individual and team feedback
• Promoted a culture that encourages two-way discussion where information is shared at all levels
• Established a strong rapport with managers and help them to understand the bigger picture context of priority setting and policy decisions
• Regularly reviewed the effectiveness of communication channels
• Set up systems to gather and distribute information to support decision making and problem solving
• Responsible for the preparation of Reports and all other similar information which might be required
• Keeping accurate records and document customer service actions and discussions
• Preparing or oversee the preparation of reports and statistics related to the customer service function for upper management
•Prepared SOP for Process, Identified business needs for, and analysis and implementation of operational/technical solutions in support of Policy initiatives

• Mentored and guided employees to foster proper completion of assigned duties.
• Built strong relationships with customers through positive attitude and attentive response.
• Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
• Handled and supported Consumer Operations Team
• Handled recharges & API partners vertical of MobiKwik
• Managed interaction with telecom operators & service providers for pre-paid, Post-paid and DTH services
• Co-ordinate with Billers, Telecom Operators ,Service providers ,aggregators ,retailers and API partners
• Tracking performance of all payment gateways and bank reversals
• Initiating refunds from wallet to bank
• Building and maintaining strong, long-lasting client relationships
• Utilized strong solid knowledge of internal systems ,analysis ,research and contracted compliance to resolve complex contract and refund issues
• Collaborated with sales team to identify and grow opportunities within territory
• Ensured the timely and successful delivery of our solutions according to customer needs and objectives
• Provided product training for Recharge, Payments, Merchant and Account verticals and conducting internal training sessions to develop team of coordinators
• Daily and monthly reporting of team

• Participated in high-level strategy meetings, contributing to financial and logistical framework planning.
• Reviewed process failures and determined root causes.
• Worked on mail boxes .
• Worked on NCH (NATIONAL CONSUMER HELPLINE) and handling nodal /RBI/CEO’S escalations and escalations from other resources
• Provided support to sub-ordinates and colleagues .
• Recharge plan updating on MobiKwik's website .
• Worked on blocked accounts cases
• Team escalations & follow ups

• Worked on complaints received via tickets .
• Taking ownership of work; doing what is needed without being asked; following through.
• Meeting with other managers to discuss possible improvements to customer service
• Handling team member issues and providing support to ensure harmony and positive environment.
• Planning ahead – Managing the work flow and assigning tasks to ensure maximum output from the team and helping the team with efficient way for achieving targets.
• Listening/Reading skills to understand exactly what customers require
• Able to perform and handle multiple-tasks efficiently.
  
  
  

• Conferred with customers about concerns with products or services to resolve problems and drive sales.
• Initiate and close sales for CPP. Sell product to the customers who already were the member but they refused the product due to service issue, payment problem. Build relationships with key decision makers and match customers with the right solutions.