Megha Sahi
New Delhi
Summary
Dynamic Senior Customer Care Professional with a proven track record at American Express, excelling in complaint resolution and operational efficiency. Adept at enhancing customer satisfaction through effective communication and upselling techniques, consistently achieving high first-call resolution rates while fostering strong relationships and driving process improvements.
Overview
7
7
years of professional experience
4025
4025
years of post-secondary education
Work History
Senior Customer Care Professional
AMERICAN EXPRESS BUSINESS SOLUTIONS INDIA PVT LTD
Gurugram
09.2022 - 06.2023
- Maintained records of all customer interactions and transactions, including details of inquiries, complaints, comments, and actions taken.
- Reviewed service level agreements with customers to ensure quality standards were being met.
- Resolved customer complaints in a professional manner, ensuring customer satisfaction.
- Identified areas of improvement within the organization's approach towards delivering excellent customer service.
- Managed escalations promptly by involving appropriate stakeholders as needed.
- Managed multiple tasks simultaneously while adhering to strict deadlines.
- Provided timely and accurate responses to customer inquiries and requests.
- Participated in weekly meetings with management staff to discuss progress made towards improving overall efficiency in responding to customers' needs.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Identified customer needs and provided appropriate solutions through upselling products or services.
- Identified opportunities for upselling services and products related to rentals.
- Analyzed customer profiles to identify opportunities for upselling products and services.
Senior executive, operations
GREAT LAKES E-LEARNING SERVICES PVT LTD
Gurugram
06.2021 - 09.2022
- Trained new employees on operational procedures and protocols.
- Established policies and procedures for day-to-day operations that comply with company standards and regulations.
- Ensured compliance with industry regulations and standards.
- Developed and implemented operational strategies to improve efficiency, reduce costs and increase customer satisfaction.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained updated knowledge through continuing education and advanced training.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Process Associate
TCS E-Serve INTERNATIONAL LIMITED
Gurugram
07.2020 - 06.2021
- Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
- Monitored performance metrics to measure process effectiveness.
- Conducted daily process reviews to identify areas for improvement and increased efficiency.
- Performed data entry tasks to update customer records and maintain accuracy of information.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Utilized various software and tools to streamline processes and optimize performance.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Identified potential opportunities for upselling or cross-selling products and services.
- Explained service plans and contract terms while upselling accessories and additional services.
- Utilized upselling techniques to increase sales revenue.
Senior Customer Support Executive
LAMBA PRESS & SHEARS
New DELHI
02.2016 - 01.2020
- Conducted regular reviews of existing processes and procedures to improve quality of service delivery.
- Participated in brainstorming sessions aimed at creating innovative solutions that improved the overall efficiency of the department.
- Organized monthly meetings between stakeholders from different departments as part of a continuous improvement initiative.
- Coordinated with cross-functional teams to ensure timely resolution of customer queries.
- Created detailed reports on customer interactions for management review.
Education
NATIONAL INSTITUTE OF OPEN SCHOOLING
MODERN ERA CONVENT SENIOR SECONDARY SCHOOL
Skills
- Customer service
- Customer relationship management
- Complaint resolution
- Operational efficiency
- Team collaboration
- Process improvement
- Upselling techniques
- Communication skills
- Problem solving
- Attention to detail
- Time management
- Critical thinking
- Adaptability
- Escalation management
- Strong leadership
- Complaint handling
- Email management
- CRM software expertise
- Exceptional communication
- Inbound customer service
- First call resolution
- Punctuality and reliability
- Multitasking and organization
- Active listening
- Issue follow up
- Point-of-sale system
- Verbal and written communication
- Adaptability and flexibility
- Product knowledge
- Relationship building
- Decision-making
- Stress management
- Cultural awareness
- Senior leadership support
- Claims monitoring
- Call handling
- Office equipment proficiency
- Effective communication
- Investigate claims
- Microsoft exchange
- Sales forecasting
- Lead generation
- Conflict resolution
- Adaptability to change
- B2B sales and customer service
- Upselling and cross selling
- Superb time management
- Task prioritization
Languages
Hindi
First Language
English
Proficient
C2
Malayalam
Upper Intermediate
B2
Punjabi
Upper Intermediate
B2
Timeline
Senior Customer Care Professional
AMERICAN EXPRESS BUSINESS SOLUTIONS INDIA PVT LTD
09.2022 - 06.2023
Senior executive, operations
GREAT LAKES E-LEARNING SERVICES PVT LTD
06.2021 - 09.2022
Process Associate
TCS E-Serve INTERNATIONAL LIMITED
07.2020 - 06.2021
Senior Customer Support Executive
LAMBA PRESS & SHEARS
02.2016 - 01.2020
NATIONAL INSTITUTE OF OPEN SCHOOLING
MODERN ERA CONVENT SENIOR SECONDARY SCHOOL