Monika Verma
Gandhinagar
Summary
Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Customer Service Chat Representative
TTEC INDIA PVT LTD
Ahmedabad
11.2023 - Current
- Customer Support Excellence: Manage and resolve customer inquiries through chat support, ensuring prompt and satisfactory resolutions.
Utilize strong communication skills and product knowledge to enhance customer satisfaction.
- Cross-Functional Collaboration: Collaborate with diverse teams to address customer issues and improve service quality promptly.
Share valuable customer feedback to drive continuous improvement in products and services.
- Quality Assurance & Performance: Adhere to company standards and guidelines, contributing to consistent and high-quality service delivery.
Meet or exceed performance metrics, including response time and customer satisfaction scores.
- Problem-Solving & Decision Making: Analyze complex issues to identify root causes and propose effective solutions.
Make informed decisions to resolve customer complaints and ensure a positive experience.
Senior Officer ( From Trainee to On-Role Employee)
ICICI Bank Ltd
Gandhinagar
07.2022 - 01.2023
- Multitasking and Efficiency: Managed multiple workloads efficiently, leveraging electronic banking systems for streamlined processes.
Demonstrated strong organizational skills, ensuring tasks were completed promptly and accurately.
- Customer Service Excellence: Resolved customer inquiries via phone, email, and in-person interactions, ensuring high satisfaction levels.
Utilized active listening and tailored solutions to meet customer needs effectively.
- Inventory Management & Cash Handling: Oversaw inventory processes and managed cash transactions, maintaining accurate records and minimizing discrepancies.
- Building Positive Relationships: Cultivated trust and loyalty with customers through personalized service and effective communication.
Collaborated with team members to address customer concerns, ensuring a seamless banking experience.
- Training and Development: Provided training and guidance to junior staff, contributing to their professional development.
Shared best practices and procedures, enhancing team knowledge and performance.
- Adherence to Regulatory Standards: Ensured compliance with regulatory requirements and internal policies, maintaining operational integrity.
Stayed updated on industry regulations, implementing measures to mitigate risks and ensure compliance.
Education
Bachelor of Commerce - Accounts And Applications
Gujarat University
Ahmedabad06-2021
Higher Secondary Certificate - Commerce
Mount Carmel Higher Secondary School
Gandhinagar05-2018
Senior Secondary Certificate - Matriculation
Caravan English Medium High School
Gandhinagar05-2016
Skills
- Strong Work Ethic
- Complaint Handling
- Relationship Building
- Telephone Etiquette
- Client inquiries
- Customer Engagement
- Customer Education
- Documentation And Reporting
- Customer services
- Computer Skills
- Time management abilities
- Customer service excellence
- Account updating
- Understanding Customer Needs
- Data Entry
- Team building
- Problem-Solving
- Task Prioritization
- MS Office
- Adaptability
- Written Communication
- Team Collaboration
Certification
- Postgraduate Diploma in Sales and Relationship Banking from NIIT Ltd, 2022
- Tally ERP 9 Certified, 2018
- Fundamentals of Digital Marketing from Google, 2023
- Soft Skills Certified from Udemy, 2023
- Customer Management Certified from Udemy, 2023
Languages
English
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Gujarati
Upper Intermediate (B2)
B2
Timeline
Customer Service Chat Representative
TTEC INDIA PVT LTD
11.2023 - Current
Senior Officer ( From Trainee to On-Role Employee)
ICICI Bank Ltd
07.2022 - 01.2023
Bachelor of Commerce - Accounts And Applications
Gujarat University
Higher Secondary Certificate - Commerce
Mount Carmel Higher Secondary School
Senior Secondary Certificate - Matriculation
Caravan English Medium High School
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