LIPICA LIZA FONSECA
Customer Service
Mumbai
Summary
Knowledgeable and dedicated customer service professional with extensive experience in customer service industry. Personable and professional communicator with fluency in English, Hindi and Bengali. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
3
3
Languages
Work History
Junior Analyst
Tech Mahindra Business Services
Mumbai
10.2019 - Current
- Got Promoted from Customer Retentions to Junior Analyst from February 2021
- Provided administrative support to senior analysts and department professionals.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concern
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Recommended products to customers, thoroughly explaining details.
- Improved sales abilities and product knowledge on continuous basis to provide optimal service and achieve quotas.
- Applied highly effective selling skills while properly engaging and presenting solutions to customers.
- Promoted available products and services to customers during service, account management and order calls.
Front Desk Representative
Mercedes Benz
UAE
03.2015 - 12.2018
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Contacted housekeeping staff and maintenance department immediately to resolve guest issues.
- Promoted accessory sales.
Hostess
Carnival Cruise Lines
USA
09.2009 - 05.2011
- Assigned patrons to tables suitable for needs and restaurant section rotation.
- Governed dining area with natural leadership talents and organizational strategies focused on balancing guest and business needs.
- Conducted dining room and server checks to assess readiness for expected customer loads.
- Assisted managers with quickly resolving service- and food-related issues.
- Prepared dining room for special upcoming functions by decorating and generating special group menus.
- Collected information from arriving customers to seat groups or place them on waitlist.
- Cultivated positive guest relations by managing information and orchestrating speedy seating.
Education
Higher Secondary Certificate
St. Andrews College
Mumbai, Bandra 06.2003 - 03.2005
Secondary School Certificate -
Our Lady of Health High School
Mumbai, Andheri 06.2002 - 03.2003
Skills
Customer Relationship Management
undefinedTimeline
Junior Analyst
Tech Mahindra Business Services
10.2019 - Current
Front Desk Representative
Mercedes Benz
03.2015 - 12.2018
Hostess
Carnival Cruise Lines
09.2009 - 05.2011
Higher Secondary Certificate
St. Andrews College
06.2003 - 03.2005
Secondary School Certificate -
Our Lady of Health High School
06.2002 - 03.2003
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