Monika
New Delhi
Summary
Proven track record of enhancing customer satisfaction and team productivity at Tech Vedic Technologies through expert problem-solving and teamwork. Skilled in troubleshooting and multitasking, I significantly improved service functionality and efficiency. Demonstrates a friendly, positive attitude, ensuring high levels of customer service and team collaboration.
Overview
8
8
years of professional experience
Work History
FOE
Wipro
01.2024 - Current
- Handle Employee query .
- Greet and give safety briefing to client and guest .
- Check all ID cards and vandor cards , guest request on portal .
- Create report on daily requirement .
- Make PPT and Excel Report for operation requirement.
- Maintain all attendance in excel and hardcopy .
- Handle all email relevant to front office.
- Excellent communication skills, both verbal and written.
- Passionate about learning and committed to continual improvement.
- Adaptable and proficient in learning new concepts quickly and efficiently.
Senior Team Lead
NSB
06.2023 - 11.2023
- Increased overall productivity with consistent monitoring of team progress, adjusting priorities as needed.
- Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
- Successfully completed Sales deadlines, ensuring timely delivery to clients without compromising quality standards.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held weekly team meetings to inform team members on company new updates.
- Solve the query of the customer related to enrollment in bussines account .
- compare the price with market and help team to break the sales.
- Maintains the sale targets and update to team on morning briefing.
Senior Executive
IGT (Expedia)
06.2022 - 12.2022
- Take calls relevant to flight query .
- Its most demanding portal or side used by Foreign client. They make flight tickets and hotel reservation on it.
- They called to make changes in flight or hotel as per their requirement . we made changes in their tickets.
- We work on amadeus portal used for the same.
Senior Exceutive
Aegis
09.2019 - 05.2022
- The primary task for my provide to handle calls from the customer and provide the solution to their queries.
- Must discuss every matter with our team leader to get any issued sorted.
- Must be effective in providing customer services by providing resolution to complicated queries and issue.
- i help to trained the new agents on floor and solve their queries.
- I take care of three LOB in process.
- Enhanced customer satisfaction ratings through implementation of targeted programs aimed at addressing specific areas of concern identified via research and surveys.
- Streamlined operations to maximize business efficiency and profits.
- Increased employee retention rates through development and implementation of effective career progression paths for staff members.
Technical Support Executive
Quantam
04.2017 - 08.2019
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 10 technical support inquiries per day.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Technical Support Specialist
Tech Vedic Technologies
09.2016 - 04.2017
- Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages effectively restoring service functionality promptly.
- Resolved 10 technical support inquiries per day.
- Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions.
- Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
Education
Bachelor of Arts - Arts
School of Open Learning
New Delhi06.2011
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Time Management
- Multitasking
- Computer Skills
- Active Listening
Air Reservation ,GNIIT
I Done Air reservation Course from YMCA. Also Handy with tool to handle reservation . All My profile some where connected to each other only companies has change otherwise it is direct or indirect hosting to customer or client.
Timeline
FOE
Wipro
01.2024 - Current
Senior Team Lead
NSB
06.2023 - 11.2023
Senior Executive
IGT (Expedia)
06.2022 - 12.2022
Senior Exceutive
Aegis
09.2019 - 05.2022
Technical Support Executive
Quantam
04.2017 - 08.2019
Technical Support Specialist
Tech Vedic Technologies
09.2016 - 04.2017
Bachelor of Arts - Arts
School of Open Learning