Mohak Saxena
Process Associate
Noida
Summary
Commerce graduate with an interest in business and financial processes, paired with hands on, real-world experience in communication roles like customer service and content creation. Experienced in managing customer interactions, handling queries with empathy, and building trust through clear communication. Now, looking to grow in finance, customer success, operations, or administrative roles, bringing a blend of analytical and communication skills to support business functions.
Overview
2
2
years of professional experience
Work History
Customer Service Associate
Niftel Communications Pvt. Ltd.
Lucknow
09.2023 - 02.2024
- Resolved an average of 50 customer inquiries daily through various communication channels, including phone, email, and live chat.
- Maintained a high level of customer satisfaction by consistently exceeding expectations and achieving a customer satisfaction rating of 95%.
- Utilized CRM software to manage customer accounts, track interactions, and prioritize high priority issues.
- Utilized active listening and empathy techniques to identify and address customer needs effectively.
- Handled difficult and escalated customer situations with tact and diplomacy, maintaining a professional and courteous demeanor.
Gaming Content Creator
YouTube
Lucknow
11.2021 - 09.2023
- Successfully built, grew and monetized a YouTube gaming channel from scratch.
- Managed content strategy, community engagement, and audience growth through live streaming.
Education
B. Com - Commerce
BSNV PG College, Lucknow University
Lucknow, India 04.2001 -
Skills
- Active Listening
- Communication Skills
- Attention to Detail
- Customer Relationship Management (CRM)
- Telephone Etiquette
- Analytical Skills
- Multi Tasking
- MS Office
- Team collaboration
- Customer Support/Service
Timeline
Customer Service Associate
Niftel Communications Pvt. Ltd.
09.2023 - 02.2024
Gaming Content Creator
YouTube
11.2021 - 09.2023
B. Com - Commerce
BSNV PG College, Lucknow University
04.2001 -
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