Mayuri Tiwari

• Integral member of the Customer Centricity team, proficiently handling onboarding, inbound/outbound calls, customer engagement, and face-to-face interactions.
• Managed collections, retention, and queries, consistently surpassing customer expectations and ensuring satisfaction.
• Demonstrated active listening, empathy, and a customer-centric approach to deliver exceptional service.
• Owned customer inquiries, collaborating across departments for effective issue resolution.
• Led P@CE concept implementation, enhancing outbound call interactions through strategic information sharing.
• Mentored junior associates and skillfully managed customer complaints for timely resolutions to convert our customer into pramoter.
• Ensured accuracy and quality in all customer correspondences and paperwork.
• Successfully drove Loyalty and Referral Sales Program, boosting repeat purchases.

· Handle customer queries, concerns, suggestions, feedback, etc and manage their expectations.

· Offer the best possible customer delight at all times by way of exhibiting best qualities like listening, acknowledgement, empathy, helpfulness and most importantly customer centricity.

· Carry ownership for every customer query and close loops with multiple departments, functions areas until it is resolved.

· While making outbound calls, the role holder should ensure complete sanctity in

information sharing and should be aware of what is ‘need to share’ v/s ‘good to share’.

· In cases of customer complaints, the role holder should be result oriented to offer maximum satisfaction and timeliness.

· While handling back end paper work, the role holder needs to have an eye for detail to ensure complete accuracy and quality of letters, emails, any other correspondence sent to customers.

· Impart training on the on boarding process to the Management trainees.