Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic
MONALISHA SHREYA LALL

MONALISHA SHREYA LALL

Process Associate, Customer Service Executive
Kolkata

Summary

Seeking a challenging position in a reputable organization where I can effectively contribute my skills and grow professionally. My goal is to build a successful career in a high-level professional environment that encourages continuous learning and development while utilizing my abilities to the fullest.

Overview

5
5
years of professional experience
16
16
years of post-secondary education
3
3
Languages

Work History

Process Associate

Tata Consultancy Services (TCS)
08.2022 - Current
  • Actively handling customer support operations for AGL, one of Australia’s leading energy providers.
  • Proficient in using SAP and CRM systems to manage customer data, track service requests, and execute transactions.
  • Assist customers with detailed energy price checks, billing clarifications, and account inquiries.
  • Ensure prompt resolution of customer service issues while adhering to strict quality assurance and compliance standards.
  • Recognized for maintaining high accuracy and professionalism in a fast-paced, metric-driven environment.

Senior Customer Service Executive

Streamwave Technologies Pvt. Ltd.
02.2021 - 06.2022
  • Handle customer interactions for a US-based automotive warranty process, providing detailed information on warranty coverage and processing claims.
  • Delivered effective outbound sales pitches to promote warranty upgrades and secure new customers.
  • Created and refined internal procedures to streamline warranty claim processing, improving overall turnaround time.
  • Managed escalated customer complaints with a focus on conflict resolution and long-term client satisfaction.

Customer Service Executive

Startek Aegis (Client Flipkart)
09.2020 - 01.2021
  • Delivered exceptional customer support for Flipkart, one of India’s largest e-commerce platforms.
  • Provided personalized product recommendations and order assistance, enhancing customer satisfaction and loyalty.
  • Resolved billing discrepancies by issuing refunds, adjusting invoices, and ensuring transparency in transactions.
  • Demonstrated proactive customer service by identifying needs, resolving issues efficiently, and contributing to team performance targets.

Education

Bachelor of Arts - Political Science Honors

Scottish Church College
Kolkata, India
04.2016 - 01.2021

High School Diploma -

Sunrise English Medium School
Kolkata, India
04.2014 - 01.2016

Matriculation -

Little Star High School
Kolkata, India
01.2004 - 01.2014

Skills

  • Quantitative Skills
  • Customer Queries
  • Customer Engagement
  • Process Improvement
  • Presentation Skills
  • Issue Escalation

Interests

Interacting with people
Travelling
Singing

Timeline

Process Associate

Tata Consultancy Services (TCS)
08.2022 - Current

Senior Customer Service Executive

Streamwave Technologies Pvt. Ltd.
02.2021 - 06.2022

Customer Service Executive

Startek Aegis (Client Flipkart)
09.2020 - 01.2021

Bachelor of Arts - Political Science Honors

Scottish Church College
04.2016 - 01.2021

High School Diploma -

Sunrise English Medium School
04.2014 - 01.2016

Matriculation -

Little Star High School
01.2004 - 01.2014
MONALISHA SHREYA LALLProcess Associate, Customer Service Executive