Nariman Cama
Mumbai
Summary
Accomplished Senior Customer Service Executive with a proven track record, enhancing customer satisfaction through expert resolution of disputes and comprehensive service standard compliance. Skilled in employee training and emotional intelligence, I excel in fostering team efficiency and boosting customer retention.
Overview
13
13
years of professional experience
Work History
Senior Customer Service Executive
Teleperformance Private Limited
Mumbai
04.2013 - Current
- Provide customer service to U.S. consumers related to their credit reports in line with the compliance standards.
- Taking inbound calls and providing end-to-end solutions related to any disputes regarding their TransUnion credit report.
- Training OJT Teams, helping them take live calls on the production floor
- Contact the Banks & Financial Institutions to update Consumers Credit Bureau Report
- Hands-on experience in team management and customer service.
- Focused on ensuring effective, corrective and preventative action
- Schedules to enhance customer satisfaction and sustainable levels of operational efficiencies
- Monitoring NPS to improve process design
- Complaint monitoring
Customer Service Executive
Intelenet Global Services
Mumbai
12.2011 - 01.2013
- Provided prompt and courteous service to customers via phone, email, and chat.
- Collaborated with other departments to ensure customer satisfaction.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Improved product knowledge on continuous basis to provide optimal service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Participated actively in weekly meetings held by the Customer Service Manager.
- Analyzed data from surveys to determine trends in customer needs and preferences.
Education
MS Office Basic & Advanced -
Career Vision Computer Education
Mumbai05-2024
B.Com -
Byramjee Jeebhoy College of Commerce
Mumbai04-2010
SSC -
J N Petit Technical High School
Mumbai04-2006
Skills
- Employee training and orientation
- Customer service documentation
- Promotional support
- Phone Etiquette
- Cultural Sensitivity
- Teamwork skills
- Emotional Intelligence
- Service standard compliance
- Quality Assurance
- Call center experience
- Customer Retention
- Tracking complaints
Accomplishments
- Awarded for best customer centric team
- Multiple recognition for highest NPS
- Multiple appreciations received from customers for services rendered
Affiliations
- State level Football
- State level Cricket
- Fitness enthusiast
Personal Information
- Married
- DOB: 26th January 1990
References
References available upon request.
Timeline
Senior Customer Service Executive
Teleperformance Private Limited
04.2013 - Current
Customer Service Executive
Intelenet Global Services
12.2011 - 01.2013
MS Office Basic & Advanced -
Career Vision Computer Education
B.Com -
Byramjee Jeebhoy College of Commerce
SSC -
J N Petit Technical High School
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