Summary
Overview
Work History
Education
Skills
Timeline
Generic

MAMPI DUTTA

CUSTOMER SUPPORT REPRESENTATIVE
Guwahati

Summary

Dynamic Customer Service Representative with a proven track record at Reliance General Insurance Company, excelling in complaint resolution and relationship building. Leveraged active listening and problem-solving skills to enhance customer satisfaction, turning challenges into opportunities for loyalty and positive feedback. Committed to delivering exceptional service and fostering team collaboration.

Overview

2
2
years of professional experience
2
2
years of post-secondary education
2
2
Languages

Work History

Customer Service Representative

Reliance General Insurance Company
GUWAHATI
02.2022 - 12.2023
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Collaborated with product team to communicate customer feedback, resulting in product enhancements.
  • Led quarterly customer service meetings to review performance and set goals for improvement.
  • Developed feedback system for customers to share their service experience, leading to actionable improvements.
  • Boosted team morale by consistently recognizing colleagues' contributions and achievements.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
  • Customized support strategies for high-priority clients to ensure their specific needs were met.
  • Fostered positive customer service culture within team which led to higher customer satisfaction rates.
  • Addressed customer inquiries to ensure satisfaction and foster positive service experience.
  • Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Created and maintained detailed database to develop promotional sales.
  • Identified and resolved discrepancies and errors in customer accounts.

Education

High School Diploma -

ARYA VIDYAPEETH
Guwahati, India
03.2013 - 01.2015

Skills

Customer service

Problem-solving

Active listening

Product knowledge

Call management

Adaptability and flexibility

Complaint resolution

Time management

Customer relations

Data entry

Problem resolution

Team collaboration

Paperwork processing

Complaint handling

Customer relationship management (CRM)

Customer satisfaction measurement

Relationship building

Report generation

Customer education

Administrative support

Dispute resolution

Brand representation

Call center experience

Data collection

Appointment scheduling

Scheduling

Account updating

Task prioritization

Consultative sales

Follow-up skills

Technical support

Client relations

Conflict resolution

Team development

Documentation

Product and service solutions

Payment processing

Building rapport

Coordination

Quality control

Sales expertise

Reading comprehension

Order processing

Assertiveness

Quality assurance controls

Escalation management

Professional telephone demeanor

Product education

Prioritization

Clerical support

Order fulfillment

Product promotion

Document control

Filing

Recordkeeping strengths

Report creation

Report preparation

Information security

Call center operations

Live chat support

Product sales

Service upselling

Account management

Sales closing

Service standard compliance

Research

Multi-line phone talent

Office equipment proficiency

Staff education and training

Lead generation

Process optimization

Minute taking

Receiving support

Training development aptitude

Conflict mediation

Business development

Report transcription

Timeline

Customer Service Representative

Reliance General Insurance Company
02.2022 - 12.2023

High School Diploma -

ARYA VIDYAPEETH
03.2013 - 01.2015

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