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
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