Sejal Tawer
Summary
Dedicated Customer Service and sales professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
6
6
years of professional experience
Work History
Customer Service Executive
Teleperformance
06.2023 - Current
- Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Customer Service Executive
CARS24
03.2022 - 01.2023
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Organized training sessions focused on enhancing team members'' product knowledge and problem-solving abilities.
- Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.
Grievance Specialist
CARS24
03.2021 - 02.2022
- Organized monthly meetings with management to discuss ongoing issues, resolutions, and potential improvements within the grievance department.
- Improved customer satisfaction by efficiently handling and resolving grievances.
- Effectively communicated case updates to clients, ensuring transparency throughout the resolution process.
- Contributed to policy development by providing insights from grievance trends and specific cases.
Customer Service Executive
Cogent
03.2019 - 02.2021
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Organized training sessions focused on enhancing team members'' product knowledge and problem-solving abilities.
- Drove process improvements aimed at increasing operational efficiency and reducing wait times for customers.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
Telecounselor
Frankfinn Institute Of Air Hostess Training
02.2018 - 02.2019
- Increased client satisfaction by providing timely and accurate information on various educational programs.
- Provided valuable insights during strategic planning meetings regarding potential areas for improvement within the telecounseling department or overall organization growth initiatives.
- Established strong relationships with potential students and their families, fostering trust and rapport throughout the counseling process.
- Assisted in improving marketing strategies for targeted outreach campaigns, leading to increased inquiries from prospective students.
Education
Bachelor of Arts -
Delhi University
New Delhi, India07.2021
Intermediate -
CBSE
New Delhi, India06.2018
Matriculation -
CBSE
New Delhi, India06.2016
Skills
- Account Management
- Customer Needs Assessment
- Payment management
- Issue Escalation
- Customer Relationship Management
- Appointment Coordination
- Relationship Building
- Product Sales
- Client Engagement
- Presentation Skills
- Public Speaking
- Call center experience
Accomplishments
- Mentored new customer service representatives in telephone etiquette and problem solving skills, improving their overall confidence and enabling them to begin taking calls within days of hire.
- Received Star Performer for outstanding client engagement with customers for 3 consecutive quarters.
- Developed exemplary research skills which helped alleviate customer issues quickly and effectively, saving relationships.
Hobbies
Singing and Travelling
Languages
Hindi
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
Timeline
Customer Service Executive
Teleperformance
06.2023 - Current
Customer Service Executive
CARS24
03.2022 - 01.2023
Grievance Specialist
CARS24
03.2021 - 02.2022
Customer Service Executive
Cogent
03.2019 - 02.2021
Telecounselor
Frankfinn Institute Of Air Hostess Training
02.2018 - 02.2019
Bachelor of Arts -
Delhi University
Intermediate -
CBSE
Matriculation -
CBSE
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