Food photography,Cooking, Listening to music, Collecting Perfumes
KARISHMA NAIR
Customer Specialist
Pune
Summary
To obtain a position that will utilize my skill to ensure productivity and efficiency within the organization. Accepting opportunities which enrich my knowledge and experience. Results-focused and proactive in planning day-to-day operations and solving service issues. Offers advanced abilities in tackling issues impacting team and business success. Excels at managing team and personal time to consistently exceed expectations.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Customer Support Specialist
TELSTRA
05.2019 - Current
- Worked for Telstra Project in Activations, Complains, Moves, Digital Activations.
- Handled Outbound/Back End technical.
- Mentored junior team members and managed the team
- Provided customer support in timely and efficient manner email.
- Provided support regarding product feature, pricing, order status, returns.
- Resolved customer complaints by resolving issues technically.
- Maintained accurate records of customer interactions in the system.
- Attended weekly huddles to discuss customer feedbacks.
- Monitored calls to provide feeback and coachings.
- Created customer awareness of goods, services and special promotions with creative advertising strategies.
- Consistently exceeded productivity targets month-on-month through efficient customer service.
- Effectively managed customer complaints, providing smart solutions or escalating to management.
- Built and maintained excellent relationships with customers, promoting high levels of customer retention.
- Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs.
- Maintained advanced product knowledge to ensure customers received accurate information.
- Maintained excellent customer relationships by efficiently solving queries, complaints and issues.
- Answered incoming phone calls with professionalism and warmth.
- Resolved customer queries promptly using de-escalation techniques.
- Guided customers through returns and refund protocol to streamline processes.
- Communicated with clients to obtain a better understanding of needs and make recommendations on appropriate products.
- Took ownership of enquiries, effectively handling any customer issues to ensure suitable resolutions for customers.
- Ensured positive customer experience was maintained by monitoring through introduction and customer care calls.
- Maintained extensive knowledge of product range to effectively answer employee and customer queries on product specifications.
- Addressed complex customer complaints transferred by the team, skillfully solving in an efficient and effective manner to maintain customer satisfaction.
- Provided detailed product information to customers to support informed decision-making.
- Provided exceptionally high levels of customer service via live chat, email, phone and social media.
- Provided customers with follow-up emails and other documentation as needed to promote customer support excellence.
- Maintained excellent customer satisfaction by assisting and helping them with any questions, stock queries and complaints.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Multitasked to handle diverse customer needs in high-volume Type setting, prioritizing tasks to keep up with challenging deadlines.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Installed and configured operating systems and applications.
- Tested new software and hardware prior to deployment.
CUSTOMER SERVICE REPRESENTATIVE
WNS -SUNCORP
10.2015 - 04.2019
- Worked ifor home insurance for SUNCORP, where had to provide claim details to customers
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.
- Built rapport with customers through courteous and professional communications.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Performed well at quality assurance evaluations by continuously actioning performance feedback to drive personal improvement.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Assisted customers with product-related questions, feedback and complaints.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maximised customer satisfaction by resolving service issues promptly.
- Remained updated on company offerings through regular product research.
- Referred customers to team leaders and expert advisers for complex inquires.
- Processed refunds, exchanges and service requests for customers.
- Stayed current on policies, procedures and standards to offer optimal support.
- Listened to individual complaints with open mind and asked detailed questions to understand issues.
- Handled high-volume telephone calls to address and resolve customer queries.
- Kept detailed records of customer interactions for future reference.
- Monitored email to promptly collect and respond to complaints.
- Tracked trending issues and prepared reports for supervisory team to address repeated concerns.
- Followed scripts and processes to uphold brand standards.
Education
BACHELOR OF COMMERCE - Commerce
Yashwantrao Chavan University
Pune01.2010
12TH, HSC - undefined
Sinhgad College Of Commerce
Pune01.2007
10TH, SSC - undefined
Mount Carmal School
Pune01.2003
Skills
Customer Focus
Communication
Problem Solving and Decision Making
Active Listening
Teamwork
Empathy
Time Management
Interests
Accomplishments
- Received awards from Stakeholders
- Been complimented by supervisor and co-workers.
- Came up with Bain wave.
- Contributed to good customer support
- Streamlined workflow by consolidating lengthy processes and redundant documentation that resulted in more effective and timely completions
- Improved reviews by successfully handling customer complaints and implementing monthly staff training.
Timeline
Customer Support Specialist
TELSTRA
05.2019 - Current
CUSTOMER SERVICE REPRESENTATIVE
WNS -SUNCORP
10.2015 - 04.2019
BACHELOR OF COMMERCE - Commerce
Yashwantrao Chavan University
12TH, HSC - undefined
Sinhgad College Of Commerce
10TH, SSC - undefined
Mount Carmal School