Oracle
Kavya Gowda
Senior Customer Service Assoicate
Bengaluru
Summary
Highly proficient Senior Customer Service Representative with demonstrated customer service orientation and interpersonal and communication skills to effectively handle multiple tasks in fast-paced environment. Quality-focused producer consistently meets team and department production targets by delivering strong output to achieve metrics. Mentors new hires and existing staff in call handling best practices to promote accurate and consistent call responses.
Dependability and self motivated ● Respect for leaders and co-workers ● The ability to work on a team/in a team environment ● A positive attitude ● Ability to quickly learn new concepts. ● Strong troubleshooting, problem solving skills and interpersonal skill. ● Exceptional experience in Customer service. ● Ability to efficiently multitask with customer service with excellent voice speech and communication skills ● Easily adaptable nature ● Strong communication skills. ● Creating and implementing a sales plan. ● Meeting sales goals by monitoring progress. ● Analyzing sales data. ● Presentation skills. ● Management and leadership skills. ● Developing budgets.
Overview
12
12
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Senior Customer Service Associate
Avery Dennison
Bangalore
06.2016 - 12.2023
- Assisted customers with product selection, troubleshooting and problem resolution.
- Utilized active listening skills to understand customer needs and provide tailored solutions.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Handled customer inquiries and complaints with professionalism to restore satisfaction.
- Checked status of orders and back-ordered products to coordinate efficient shipments.
- Escalated issues to proper supervisors when standard processes were not effective.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Greeted customers and listened closely to problems described to determine solutions.
- Developed and maintained strong relationships with customers to foster repeat business.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Resolved concerns with products or services to help with retention and drive sales.
- Watched flagged customer accounts to monitor ongoing issues and deploy newfound solutions for outstanding concerns.
- Developed and implemented customer service policies and procedures.
- Responded to customer calls and emails to answer questions about products and services.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Processed, scheduled and executed customer orders for new and established customers.
- Leveraged consistent, successful strategies to meet and exceed performance goals.
- Collaborated with production and shipping teams to determine likely timetables and organize efficient deliveries.
Customer Care Coordinator
Manipal Hopsital
Bengaluru
12.2014 - 05.2016
- Analyzed customer feedback for process improvements to achieve long-term business objectives.
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations.
- Took ownership of customers issues to follow problems through to resolution.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Responded to customer calls and emails to answer questions about products and services.
- Coordinated timely responses to online customer communication and researched complex issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained and managed customer files and databases.
- Entered customer demographic data into company databases.
Medical Transcriptionist
Medvoice
Bengaluru
08.2014 - 12.2014
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Recorded information using word processing, dictation and transcription software and equipment.
- Attended training associated with role to improve skills and boost speed.
- Assisted in maintenance of medical charts and/or electronic medical record filing, Op Reports, test results and home care forms.
Healthcare Documentation Associate
M Modal Global Service Limited
Bengaluru
04.2012 - 08.2014
- Studied and researched various medical terms as well as software and coding systems.
- Performed software updates, upgrades and data backups.
- Conducted quality improvement and customer satisfaction surveys to evaluate patient care.
- Performed regular quality and validation assessments on patient data to verify accuracy.
- Catalogued patient data in clinical databases and registries according to regulatory practices.
- Upheld HIPAA regulations and standards for protecting patient information.
- Secured confidential patient information from unauthorized access.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Applied effective time management techniques to meet tight deadlines.
- Worked flexible hours across night, weekend, and holiday shifts.
Education
B.Com -
Shobhit University
Bangalore 04.2012 - 04.2014
2nd PUC -
Govt New VVS Girls PU College
Bangalore 04.2010 - 04.2011
SSLC -
Preeti English Medium High School
Bangalore 04.2007 - 04.2007
Courses
Skills
Coaching and mentoring
undefinedSoftware
Office suites (Microsoft Excel, Word Office, G Suite ext)
Interests
Volunteering Having an interest in helping others and giving back to your communities is highly commendable
Travelling, photography, listening to songs, cooking, planting, playing basketball
“My hobbies are Listening to Songs and working out. Along with this, I also like cooking. My favourite hobby is travelling because I love discovering new cities and places around the world. I often save up for months to plan a trip every year. I love friends’ trips and family outings but solo travelling brings me the real adventure and thrill to venture into new places all by myself.” “I like spending time in nature and capturing all the wonderful moments of beauty with my camera. I have been doing nature photography since I was in school and is the best hobby I think I am truly proud of.” I Love planting and Love playing BasketBall
Timeline
Senior Customer Service Associate
Avery Dennison
06.2016 - 12.2023
Customer Care Coordinator
Manipal Hopsital
12.2014 - 05.2016
Medical Transcriptionist
Medvoice
08.2014 - 12.2014
Healthcare Documentation Associate
M Modal Global Service Limited
04.2012 - 08.2014
B.Com -
Shobhit University
04.2012 - 04.2014
2nd PUC -
Govt New VVS Girls PU College
04.2010 - 04.2011
SSLC -
Preeti English Medium High School
04.2007 - 04.2007
Courses
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