Travelling
Monicka SHALINI UMEGA
Client/Customer Service and Relationship Management
Bengaluru
Summary
Dynamic individual with hands-on experience in international Client/Customer Servicing Relationship and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals. Dedicated Client consultant with excellent experience in industry. Maintains professional appearance and demeanor and expertly completes assigned tasks with focus on quality. Dependable and quick-learning team player with effective communication and organization skills.
Overview
5
5
years of professional experience
Work History
Senior Digital Back Office Representative
ALORICA PVT LTD
Bengaluru
07.2022 - 08.2023
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Enhanced team collaboration, sharing best practices and working together to resolve complex issues.
- Actively sought customer feedback on products/services in order to improve quality and enhance overall experience.
- Analyzed customer data to identify trends and opportunities for improving customer satisfaction levels.
Client Relations Specialist
Fame Technologies Pvt Ltd
Bengaluru
07.2019 - 05.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Developed strong relationships with key clients, fostering trust and loyalty.
- Proactively identified potential issues in client accounts, implementing corrective actions as needed.
- Conducted market research to identify new opportunities and target markets.
- Collaborated with internal teams to deliver customized solutions for clients'' unique needs.
- Conducted regular reviews of account performance, identifying opportunities for growth and improvement.
Intern - Client Servicing
Fame Technologies Pvt Ltd
Bengaluru
01.2019 - 06.2019
- Participated in team meetings, contributing valuable insights on best practices for client servicing excellence.
- Proactively sought feedback from clients regarding their experiences with our company, identifying areas for improvement or potential growth opportunities.
- Maintained detailed records of client interactions, ensuring accurate account management and efficient followups.
- Contributed to increased client retention rates through exceptional problem-solving skills and communication.
- Conducted market research to stay informed about industry trends, enabling more strategic advice for clients.
- Prepared comprehensive reports and presentations for clients, showcasing project progress and results achieved.
Education
PGD - Aviation, Hospitality, And Travel Management
Frankfinn Institute of Airhostess Training
Bengaluru 04.2001 -
SEBA
Jyoti Nivas
Bengaluru, India01-2013
High School Diploma -
Goodwills Girls High School
Bengaluru, India 04.2001 -
Skills
Service Excellence
Customer Relationship Management (CRM)
Live chat support
Ticket management
Complaint Handling
Quality Assurance
Service Recommendations
Outbound Calling
Client Relations
De-Escalation Techniques
Customer Response
Interests
Listening Music
Cooking
Timeline
Senior Digital Back Office Representative
ALORICA PVT LTD
07.2022 - 08.2023
Client Relations Specialist
Fame Technologies Pvt Ltd
07.2019 - 05.2022
Intern - Client Servicing
Fame Technologies Pvt Ltd
01.2019 - 06.2019
PGD - Aviation, Hospitality, And Travel Management
Frankfinn Institute of Airhostess Training
04.2001 -
High School Diploma -
Goodwills Girls High School
04.2001 -
SEBA
Jyoti Nivas
Similar Profiles
Uday Raj RUday Raj R
DBOR-Quality Assurance Analyst(Process-Amazon.com) at Alorica Pvt LtdDBOR-Quality Assurance Analyst(Process-Amazon.com) at Alorica Pvt Ltd
Guruprasanth ManickamGuruprasanth Manickam
Customer Experience Agent at Alorica,Pvt,LtdCustomer Experience Agent at Alorica,Pvt,Ltd
Prince MukhiPrince Mukhi
Sr Software Engineer at Tech Mahindra Pvt LtdSr Software Engineer at Tech Mahindra Pvt Ltd