Komal Kamble

Handle Inbound and Outbound Calls Professionally and Efficiently
Effectively manage high volumes of customer interactions through both inbound and outbound calls/chats. Ensure each call is handled with professionalism, courtesy, and a customer-first approach utilize active listening and clear communication to understand customer needs, resolve queries, and deliver a seamless service experience. Maintain adherence to call handling protocols, including call flow, escalation procedures, and compliance standards.
Provide Accurate Information Regarding Rogers Products, Services, Plans, and Promotions
Serve as a knowledgeable point of contact for Rogers Communications customers by delivering precise and up-to-date information on mobile, internet, cable TV, and bundled service offerings. Assist customers in understanding plan features, pricing structures, and promotional benefits. Tailor recommendations based on customer usage patterns and preferences, ensuring alignment with their needs and budget.

Resolve Customer Complaints, Technical Issues, and Billing Disputes with Empathy and Clarity
Address customer concerns with patience and empathy, ensuring a positive resolution experience troubleshoot service-related issues using diagnostic tools and scripts, and provide clear guidance to restore functionality. Investigate billing discrepancies, explain charges, and offer corrective actions or adjustments where applicable. Maintain composure in challenging situations and ensure customer satisfaction through effective problem-solving.
Process Service Requests, Upgrades, Cancellations, and Account Modifications
Facilitate customer requests related to new service activations, plan upgrades, device changes, and account cancellations. Ensure all transactions are processed accurately and in accordance with company policies. Update customer profiles, contact details, and service preferences in the CRM system. Provide clear instructions and confirmations to customers regarding changes made to their accounts.
Document Customer Interactions and Follow Up on Unresolved Issues
Accurately log all customer interactions, including inquiries, resolutions, and pending actions, in the designated CRM platform. Ensure documentation is complete, compliant, and accessible for future reference. Proactively follow up on unresolved or escalated issues to ensure timely closure and customer satisfaction. Maintain confidentiality and integrity in handling sensitive customer information.
Meet Performance Metrics Including Call Quality, Resolution Rate, and Customer Satisfaction
Consistently achieve individual and team performance targets such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction Score (CSAT). Adhere to quality assurance standards and participate in regular performance reviews. Implement feedback from supervisors and quality audits to improve service delivery and contribute to overall team success.

• Company Overview: EXL is the trusted partner for data-driven industries like insurance, banking, healthcare, retail, and logistics. We combine data, advanced analytics, digital technology, and industry expertise to transform businesses and enhance operations.
• Provided real time resolution via calls for queries related to Credit/ Cash/ Next 3 Step (N3S)/ Financer (FNCR)/ Third Party Accounts.
• Conducted comprehensive investigations of credit applications, verifying applicant information against credit reports and financial records.
• Performed investigation checks on GBG portal a third party data base that has personal identifiable information such as, Electoral information and details used with other lenders or provided to verify security checks via Transunion/ Experian and Financer portal for credit applications.
• Worked on schedules for CIFAS/ AUTH/ HIGH/ RISK/NSAR/ NSAU as per ICM to prevent fraudulent activates on customer's account and safeguard their account information from fraudulent activates.
• Completed over 35+ over Barclays modules, to understand company compliance and work ethics, anti- money laundering and fraud issues that we get to hear from the bank customers.
• EXL is the trusted partner for data-driven industries like insurance, banking, healthcare, retail, and logistics. We combine data, advanced analytics, digital technology, and industry expertise to transform businesses and enhance operations.

• Provided real time resolution via asyn chat for queries related to savings/ current accounts, Barclaycard, managed credit limit, balance/ funds transfer, issue a new card for lost and stolen cards, raised fraud and dispute cases using PEGA tile for unauthorized / unrecognized transactions, updating personal details on customer's profile, assisted vulnerable and dis-satisfied customers and assured them, logged and resolve their queries as soon as possible on priority basis.

• Company Overview: Mphasis Limited is an IT service company the company provides infrastructure technology and applications outsourcing services. As well as, architecture guidance application development and integration and application management services.
• Top performing agent in all assigned tasks and positive feedback from clients have maintained and made adjustments to client accounts having 90% of client satisfaction and provided real time resolution via live chat and calls.
• Had strong understanding of international transactions (SWIFT) protocols and followed KIT provided by Barclays to provide updated details to the customers.
• Handled the concurrency of 3 FULLSERVE and approved pending transactions.
• ESCLATED complaints for dis-satisfied and vulnerable customers using COMPLAINTS Tile. Made, sure I handle them by taking extra care being cautions and by providing extra support.
• Mphasis Limited is an IT service company the company provides infrastructure technology and applications outsourcing services. As well as, architecture guidance application development and integration and application management services.