Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Kajal Sharma

Gurgaon

Summary

Seeking an opportunity to use my experience & skills to provide professional services & meet company goals.

An experienced and skilled customer service professional. Committed to refining the customer experience with good product knowledge, timely assistance & helpful feedback.

Overview

6
6
years of professional experience

Work History

Member Support Associate

TIDE
New Delhi
06.2024 - Current
  • Handled customer queries via chat and call channels related to financial accounts, reward benefits, and general account operations.
  • Addressed and resolved customer escalations received through social media platforms.
  • Supported brand enhancement by encouraging and increasing positive reviews on the Google Play Store and the Apple App Store.
  • Trained new team members on company processes and policies.
  • Managed customer retention efforts for users intending to close their accounts.

Senior Grievance Associate (Subject Matter Expert)

Cars24 Services Pvt. Ltd.
Gurgaon
06.2021 - 06.2024
  • Proficient in efficiently handling customer grievances and escalations, consistently delivering exceptional service to ensure utmost customer satisfaction.
  • Engage proactively with customers who have elevated concerns, striving to identify mutually beneficial resolutions within stipulated timeframes (TAT).
  • Managed a diverse range of tasks encompassing Registration Certificate (R.C), refund processing, Fastag-related matters, and document management, all while prioritizing the enhancement of customer experience.
  • Diligently execute ad-hoc assignments delegated by Team Leaders or Managers.
  • Demonstrate expertise in imparting comprehensive training to new recruits, imparting in-depth knowledge of company processes and Standard Operating Procedures (SOPs).
  • Foster collaborative partnerships with colleagues to identify areas ripe for enhancement, conduct thorough departmental performance evaluations, and conceive innovative approaches to elevate customer service standards.
  • Diligently address root causes while maintaining an unwavering commitment to continuous improvement, perpetually seeking out avenues to enhance work processes.
  • Devote efforts to ensuring a seamless and positive customer experience, playing a pivotal role in augmenting customer retention rates by consistently delivering top-tier customer service.

Customer Services Officer

HDFC Mutual Fund
New Delhi
07.2019 - 07.2020
  • Overseeing and efficiently managing client financial transactions, including purchase, redemption, and switches.
  • Executing rigorous customer KYC due diligence checks in accordance with internal protocols to ensure the seamless execution of transactions.
  • Collaborating closely with service providers to ensure the smooth backend processing of all transactions while adhering to predefined TAT benchmarks.
  • Ensuring the accurate processing of all customer information forms and mutual fund applications.
  • Demonstrating a thorough understanding of policies and procedures to ensure compliance with both internal and external regulatory guidelines.
  • Offering personalized product recommendations to investors based on their unique financial needs and effectively addressing client queries via telephone and email.
  • Prioritizing the prompt resolution of all client queries and promptly notifying management of any significant issues.
  • Establishing and nurturing strong relationships with investors to foster trust and long-term partnerships.
  • Regularly reviewing process workflows, identifying deficiencies, and providing well-documented recommendations for process improvements.
  • Managing non-financial transactions for clients, including changes to bank details, nominee information, addresses, and contact details.

Education

MBA - Marketing & IB

Uttaranchal University
Dehradun
06.2019

B.Sc -

Hemvati Nandan Bahuguna Garhwal University
Dehradun
06.2015

Intermediate -

Army Public School
Guwahati
03.2012

High School -

Army Public School
Jaipur
03.2010

Skills

  • Customer Experience
  • Enhancements
  • Customer Service Experience
  • Evaluation
  • Effective Time Management
  • Dedicated Team Player
  • Multitasking
  • Adaptive

Languages

  • English
  • Hindi

Timeline

Member Support Associate

TIDE
06.2024 - Current

Senior Grievance Associate (Subject Matter Expert)

Cars24 Services Pvt. Ltd.
06.2021 - 06.2024

Customer Services Officer

HDFC Mutual Fund
07.2019 - 07.2020

MBA - Marketing & IB

Uttaranchal University

B.Sc -

Hemvati Nandan Bahuguna Garhwal University

Intermediate -

Army Public School

High School -

Army Public School

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Kajal Sharma