Leenu Deka
Customer Service
Guwahati
Summary
Articulate and highly-skilled Inbound Call Center Representative provides accurate and friendly customer service. Manages customer inquiries daily in fast-paced environment to meet deadlines while working within strict metrics. Drives loyalty and strengthens customer relationships through exceptional experiences and valuable insights.
Overview
9
9
years of professional experience
8
8
years of post-secondary education
Work History
Call Handling Inbound
Five minutes
Guwahati
09.2022 - Current
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Built positive relationships with customers by providing exceptional customer service.
- Prioritized customer service requests in order of urgency to promptly resolve critical issues.
- Recorded customer interactions, inquiries and comments in customer service database for traceability.
- Facilitated communication between customers and other departments to facilitate resolution.
- Responded to customer inquiries via telephone, email and live chat to provide updated information.
- Followed standard operating procedures when handling customer problems and complaints.
Senior Manger Business Development
Ornaz Jewellery Pvt Lyd
Guwahati
08.2020 - 03.2022
- Evaluated hiring, firing, and promotions requests.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Provided strong leadership to enhance team productivity and morale.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Generated new business with marketing initiatives and strategic plans.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Kept meticulous client notes and updated account information in company databases.
- Developed new proposals, contracts and procedures to draw in more clients and streamline work operations.
- Taught consultative selling techniques to new and existing staff members to build expertise.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
Deputy Manager
HDFC BANK
Gurugram
08.2016 - 06.2018
- Evaluated suppliers to maintain cost controls and improve operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Conferred with customers each day to maintain current understanding of needs and preferences, resolve issues, and promote brand loyalty.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Increased profit by streamlining operations.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Learned about customer's financial needs, established trust, and optimized sales opportunities resulting in quality customer service.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Identified sales opportunities and referred customers to branch partners in financial services.
- Processed customer transactions promptly, minimizing wait times.
- Assisted with training of new tellers on policies and procedures.
- Maintained in-depth knowledge of bank products and services to provide appropriate recommendations to customers.
- Maintained accurate records of customer transactions in line with bank procedures.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Followed up on customer complaints and provided solutions to enhance customer satisfaction.
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Monitored and reported suspicious activity in line with bank security policies.
- Generated monthly reports on customer activity and customer feedback.
- Wrote and distributed customer correspondence.
- Referred customers to other banking departments for specialized services.
- Handled various accounting transactions.
- Received mortgage, loan or public utility bill payments, verifying payment dates and amounts due.
- Trained new hires on customer service policies and procedures.
- Arranged monies received in cash boxes and coin dispensers according to denomination.
- Processed applications for new accounts.
- Assisted customers with banking needs and inquiries.
- Counted, verified and handled bank deposits and armored car transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Cross-sold credit cards, loans and other bank products.
- Monitored and verified suspicious activity on customer accounts.
- Maintained friendly and professional customer interactions.
- Educated customers on online banking and mobile banking applications.
- Executed wire transfers, stop payments and account transfers.
- Processed wide variety of retail banking transactions for personal and commercial customers.
Assistant Store Manager
Forest Essential Luxury Skin Care
Gurgaon
05.2014 - 07.2016
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Rotated merchandise and displays to feature new products and promotions.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Created and maintained safe and secure work environments for employees.
- Trained new employees on proper protocols and customer service standards.
- Analyzed customer feedback and implemented strategies to improve customer experience.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Reported issues to higher management with great detail.
- Reduced operational risks while organizing data to forecast performance trends.
- Raised property accuracy and accountability by creating new automated tracking method.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Education
High School Diploma -
Army School
Guwahati 04.2009 - 05.2010
Bachelor of Commerce - Commerce
University of Delhi
New Delhi 06.2010 - 11.2015
MBA - Sales And Marketing Education
Chandigarh University
Guwahati 07.2022 - Current
Skills
High-volume call centers
Timeline
Call Handling Inbound
Five minutes
09.2022 - Current
MBA - Sales And Marketing Education
Chandigarh University
07.2022 - Current
Senior Manger Business Development
Ornaz Jewellery Pvt Lyd
08.2020 - 03.2022
Deputy Manager
HDFC BANK
08.2016 - 06.2018
Assistant Store Manager
Forest Essential Luxury Skin Care
05.2014 - 07.2016
Bachelor of Commerce - Commerce
University of Delhi
06.2010 - 11.2015
High School Diploma -
Army School
04.2009 - 05.2010
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