Raina Wahaj
Bengaluru
Summary
Motivated and versatile recent postgraduate with a Master's degree in English with Communications Studies, seeking a public relations opportunity. Equipped with a solid foundation in writing, research, and marketing through relevant coursework and internship experiences. Eager to contribute my creativity, diligence, and problem-solving abilities to support the development and execution of effective PR strategies. Committed to continuously learning and growing within the dynamic field of public relations.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Rippling
08.2024 - Current
- Resolved customer inquiries through multiple channels, enhancing satisfaction and retention.
- Collaborated with cross-functional teams to address complex issues efficiently.
- Utilized CRM software to track customer interactions and streamline support processes.
- Provided training to new team members, fostering knowledge sharing and skill development.
- Analyzed customer feedback to identify trends and propose improvements in service delivery.
- Maintained up-to-date knowledge of product offerings, ensuring accurate assistance to clients.
- Developed FAQs and support documentation to enhance self-service options for customers.
- Implemented process improvements that reduced response times and improved service quality.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
- Conducted regular training sessions for new team members, promoting best practices in customer support operations.
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Maintained thorough knowledge of product offerings to provide accurate information and expert advice to customers.
- Multitasked to handle diverse customer needs in high-volume Insurance setting, prioritizing tasks to keep up with challenging deadlines.
- Optimized use of CRM tools, ensuring accurate tracking and follow-up of customer interactions.
- Boosted team morale and productivity by organizing regular training sessions on new software and customer service techniques.
- Initiated regular review meetings to assess support strategies, leading to continuous improvement in service quality.
- Resolved customer complaints with empathy and patience, restoring client confidence in company.
- Reduced call handle time, allowing for more customer inquiries to be resolved each day.
- Fostered culture of continuous learning among support team, enhancing overall expertise in product and customer service.
- Improved customer retention by offering personalized solutions and follow-ups for ongoing issues.
- Conducted detailed analysis of customer feedback to identify patterns and areas for improvement in product development.
- Enhanced knowledge sharing within team, ensuring all members were up-to-date with latest product information.
- Developed knowledge base of frequently asked questions and solutions, facilitating faster issue resolution.
- Spearheaded cross-department initiative to streamline communication, resulting in quicker problem-solving for customers.
- Improved service delivery consistency by standardizing response templates for common customer queries.
- Implemented customer feedback loop, enabling direct input into product updates and innovations.
- Enhanced client satisfaction by resolving complex issues through in-depth troubleshooting and effective communication.
- Contributed to product manuals and help sections, making it easier for customers to find solutions independently.
- Led project to integrate chat support, offering customers additional, convenient contact channel.
- Elevated customer support experience by adopting customer-first approach in all interactions.
- Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
- Collaborated with product team to communicate customer needs, leading to enhancements that increased user satisfaction.
- Provided comprehensive product training for new customers, ensuring smooth onboarding experience.
- Researched and identified solutions to technical problems.
- Offered assistance in implementing and developing training programs.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Configured and tested new software and hardware.
Marketing Intern
Daikin
06.2023 - 07.2023
- Performed market research in the HVAC (Heating, Ventilation, and Air Conditioning) sector to find contemporary trends and consumer preferences.
- Participated in the creation and execution of marketing plans to advertise DAIKIN goods and services.
- Contributed to social media management initiatives by creating content, planning posts, and keeping an eye on engagement metrics.
- Performed competition study to determine chances for differentiation as well as strengths and shortcomings.
- Took part in brainstorming and meeting sessions to produce fresh concepts and approaches for achieving the target audience effectively.
Fundraising Intern
Muskurahat Foundation
10.2021 - 11.2021
- Assisted in developing and executing fundraising strategies to support the NGO's mission of providing education for underprivileged children.
- Conducted research and identified potential donors, sponsors, and corporate partners to approach for donations and collaborations.
- Collaborated with the marketing team to develop and implement effective marketing strategies for fundraising campaigns.
- Demonstrated excellent communication and people skills while interacting with donors and volunteers.
Education
Bachelor of Arts - Education
Kanpur University
Kanpur, Uttar Pradesh, India09.2025
Master of Arts - English With Communication Studies
Christ University
Bengaluru, India05-2024
Bachelor of Arts - Eng Literature, Eng Language, History
Christ Church College, Kanpur University
Kanpur, Uttar Pradesh, India05.2022
Higher Secondary Education (ISC) - Physics, Chemistry, Biology
St. Mary’s Convent High School
Kanpur, Uttar Pradesh, India03.2019
Secondary Education (ICSE) - Computer Science
St. Mary’s Convent High School
Kanpur, Uttar Pradesh, India05.2017
Skills
- Digital Marketing
- Microsoft Office
- Proofreading
- Project Management
- Communication
- Leadership
- Time Management
- Adaptability
- Problem Solving
- Teamwork
- Creativity
- Customer relationship management (CRM)
- Complaint handling
- Problem-solving
- CRM software
Certification
- The Project Management Course - Udemy
- Customer Success Foundations: Onboarding best practices - Udemy
- Project Management Fundamentals - Udemy
- Complete Presentation and Public Speaking / Speech Course - Udemy
- The Complete Blog Writing Course - Udemy
- The Complete Digital Marketing Course - Udemy
- WordPress Marketing - Udemy
- Digital Marketing – My Captain
- Blogging and Content Writing – My Captain
- Social Media Marketing – Netsavvies Media Co.
- Zero Budget Marketing – Netsavvies Media Co.
Accomplishments
- Christ Church College, Kanpur University
- Abhivyakti (Intercollegiate Fest) – Best Anchor, First in Creative Writing
- Mission Shakti by U.P Government - Third in Debate Competition
- Won Miss Kalanjali in Intercollegiate Fest
- Model United Nations
- Lucknow Youth Parliament - Best Delegate in National Press
- Awadh Diplomacy Summit - Best Journalist
Extra-Curricular Activities
Christ (Deemed to be University), Bengaluru, Karnataka, Student Welfare Office - Emcee Sub-Head, Volunteer Head, Student Council - Student Council Representative, IRIS (The English Association) – Discipline Committee Representative, Prism (National Seminar) - Discipline Committee Representative Christ Church College, Kanpur University, Kanpur, Uttar Pradesh, Executive Student Cultural Council Head, Founder and Representative of Writing Society, Founder and Representative of Debating Society, Judge at Inkquisite (Creative Writing Competition) My Captain, Campus Ambassador in Business Development and Sales Model United Nations, Founder and Secretariat at St. Mary’s Convent Model United Nations, Head of International Press / Photography at St. Mary’s Convent Model United Nations, Head of IT and Design
Project
Dissertation on Decoding Tibetan Mythos: A Semiotic Analysis of Cultural Narratives, Thangka Paintings, and Everyday Practices in Bylakuppe Case Study on Jodha Akbar: Navigating Historical Controversies and Cinematic Grandeur Research Paper on Exploring the Influence of Ramadan Street Markets on Social Cohesion in Frazer Town, Bengaluru
Timeline
Customer Support Specialist
Rippling
08.2024 - Current
Marketing Intern
Daikin
06.2023 - 07.2023
Fundraising Intern
Muskurahat Foundation
10.2021 - 11.2021
Higher Secondary Education (ISC) - Physics, Chemistry, Biology
St. Mary’s Convent High School
Bachelor of Arts - Education
Kanpur University
Master of Arts - English With Communication Studies
Christ University
Bachelor of Arts - Eng Literature, Eng Language, History
Christ Church College, Kanpur University
Secondary Education (ICSE) - Computer Science
St. Mary’s Convent High School