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
CallSelect communication systems
Call management software
Call decisioning
Performance metrics
Call center operations
Appointment Scheduling
Sales proficiency
Effective prospecting
Product and service knowledge
Complaint resolution
Outbound and inbound calls
Scripted calls
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