Mahima Nigam

• Provided exceptional customer service to clients, addressing inquiries, resolving issues, and ensuring a positive experience with the company's financial products and services.
• Managed a high volume of client interactions via phone, email, and live chat, adhering to service level agreements (SLAs) and maintaining a high standard of professionalism.
• Developed a deep understanding of the company's products, services, and processes to effectively assist clients and provide accurate information.
• Identified opportunities to streamline support processes and improve efficiency, collaborating with team members and management to implement solutions.
• Documented client interactions, inquiries, and resolutions in the company's CRM system, ensuring accurate and up-to-date records.
• Escalated complex issues to appropriate teams for resolution, following up with clients to ensure timely resolution and satisfaction.
• Stayed current on industry trends, regulations, and best practices in financial services to provide informed support and guidance to clients.
• Collaborated with cross-functional teams, including sales, operations, and compliance, to address client needs and ensure a seamless customer experience.

Key Achievements:

• Consistently met or exceeded performance metrics, including average response time, resolution rate, and customer satisfaction scores.

• Provided exceptional customer service to both new and existing customers, handling inquiries, troubleshooting technical issues, and resolving complaints via phone, email, and live chat.
• Demonstrated strong knowledge of telecommunications products and services, including internet, television, and phone plans, to effectively assist customers in selecting the best options for their needs.
• Processed orders, upgrades, cancellations, and billing inquiries accurately and efficiently, adhering to company policies and procedures.
• Utilized CRM systems and other software tools to maintain detailed records of customer interactions, ensuring accurate and up-to-date information.
• Collaborated with cross-functional teams, including technical support, sales, and billing departments, to address customer needs and provide comprehensive solutions.
• Proactively identified opportunities to improve customer satisfaction and streamline processes, contributing to overall team efficiency and effectiveness.
• Stayed informed about industry trends, product updates, and promotions to provide customers with relevant information and personalized recommendations.
• Maintained a positive and professional demeanor in all interactions, resolving customer issues promptly and courteously to ensure a positive experience.

Key Achievements:

• Consistently exceeded performance targets for customer satisfaction, call resolution, and average handling time.