Neha DHawan

Managed end-to-end processing of upgrade requests for UK broadband plans.

• Coordinated training programs for new joiners and refresher courses to enhance team performance and skills.
• Led brainstorming sessions to foster innovation within the team.
• Prepared and disseminated day-end reports to the leadership team, providing transparent updates on daily volumes, pending queries, and key operational metrics.
• Participated in calls with UK broadband stakeholders for process enhancement discussions, contributing insights to improve operational efficiency and the overall customer experience.
• Conducted regular audits to ensure 100% accuracy of processed HBB plan upgrades and equipment updates, identifying discrepancies, and implementing corrective measures to maintain service integrity and data accuracy.
• Allocated daily tasks to team members, optimising workflow and ensuring efficient distribution of processing data to meet strict service level agreements.

• Assisted customers with inquiries and resolved issues efficiently.
• Processed transactions accurately using banking software systems.
• Provided product information and recommendations to enhance customer experience.
• Managed customer accounts and updated information as needed.
• Collaborated with team members to improve service delivery standards.
• Handled escalated complaints and ensured timely resolutions.
• Maintained knowledge of current promotions and services offered by HSBC.
• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Developed strong customer relationships to encourage repeat business.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Identified areas of improvement in customer service processes and suggested changes accordingly.