Mansi Badoni

• Answered multi-line phone system, routing calls, delivering messages.
• Coordinated and scheduled meetings and conference calls to optimize scheduling of senior staff.
• Assisted coworkers and staff members with special tasks on daily basis.
• Managing CSM's Calendar, scheduling meeting with clients.
• Knowledge of working on Google Calendar, Outlook Calendar, Google Meet, Ring Central.
• Managed monthly reports, dashboard for the team.
• Delegating the work to different departments.

• Communicated with clients and internal staff on events both face-to-face and via video conferencing software.
• Coordinated event programming, including pre-event production, day-of coordination and speaker management.
• Analyzed qualitative and quantitative data collection to track event performance.
• Resolved customer queries and problems using effective communication and providing step-by-step solutions.
• Developed ongoing programes using good team communication and collaboration.
• Handled customer concerns and escalated major issues to supervisor.
• Created plans and communicated deadlines to complete projects on time.

Joined as Senior Customer Care Professional helping customers regarding their credit card queries. After an year got promoted as Master Customer Care Professional.

• Actively listened to customers to fully understand requests and address concerns.
• Handle customer inquiries via call, giving prompt answers to customer questions.
• Provide knowledgeable help to customers and go the extra mile in providing the correct details to customer queries.
• Adhere to Service Level Agreement (SLA) deadlines in resolving customer complaints quickly and effectively.
• Collaborate with internal stakeholders such as the product and payments team for faster resolutions.
• Identify and escalate customer requests to managers when there’s a complex issue.
• Engaged with customers to better understand needs and deliver excellent service.

Joined as Executive in Credit and Collections for an international voice process and after an year got promoted as Care Specialist handling customer base having difficulty paying the bills. Also, helped team to achieve better numbers by sharing the best practices.

• Trained, coached and mentored consultants to increase team productivity.
• Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.
• Demonstrated consistent hard work and dedication to achieve results and improve operations.
• Developed open and professional relationships with team members to facilitate effective issue resolution.
• Monitored operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator (KPI) targets.
• Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
• Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
• Resolved complex customer enquiries, disputes and complaints.
• Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
• Evaluated team performance and provided constructive feedback to improve daily goal achievement.
• Supported employee morale and well-being by developing positive practices centered on career development and individual job satisfaction.
• Delivered quality service with friendly and professional demeanour.
• Integrated process improvements to optimise overall workflow and efficiency.
• Offered constructive feedback to employees in response to quality assurance measures.
• Advised senior management on facilities needs and delivered ongoing operational support.
• Monitored staff performance and developed improvement plans.
• Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.

• Exceeded goals through effective prioritization and consistent work ethic.
• Maximized customer engagement and satisfaction by delivering excellent customer service.
• Achieved service time and quality targets.
• Built and maintained courteous and effective working relationships.
• Demonstrated outstanding product knowledge to achieve high customer satisfaction levels.