NEHA GEHLAUT
gurgaon
Summary
Highly motivated and customer-focused professional with a proven track record in managing customer relations and leading teams to achieve exceptional service levels. Recognized for adaptability and reliability, consistently meeting evolving business needs. Expertise in conflict resolution and process improvement, ensuring both customer satisfaction and operational efficiency are achieved.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Associate
Concentrix
06.2021 - Current
- Documented voice of the customer (VOC) feedback, Created, tracked and addressed customer inquiry-related tickets
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Assisted customers by providing information sourced from the client's website
- Ensured compliance with all key results areas (KRAs) and key performance indicators (KPIs) while strictly following process protocols
- Supported management in generating various reports to assess colleague performance and operational standards
- Participated in regular client meetings to stay updated on telecommunications developments
- Managed the daily closure of TNPS, FTF, and AHT metrics, which are critical KPIs
- Acted as the single point of contact for addressing social media escalations, email complaints, and back-office issues related to network problems
- Additionally, organized the associates' schedules to minimize shrinkage and maximize staffing levels
- Possess extensive training in customer service through both chat and calls, as well as in sales techniques
- Promoted a culture of continuous improvement within the team by regularly soliciting feedback from colleagues on best practices for enhancing performance.
Education
Master of Science - Applied Mathematics
Banasthali University
Jaipur, India06-2020
Bachelor of Science - Computer Science
Maharshi Dayanand University
Rohtak, India04-2017
Skills
- Type 70 words per minute
- Proficient with Excel
- Proficient with Power Point
- Proficient with Outlook
- Proficient with Word
- Team player
- Excellent time management skills
- Conflict management
- Public speaking
- Complaint Management
- Exceptional communication
- Complaint handling
- Email management
- Project management
- Problem-solving
- Teamwork and collaboration
- Team building
- Microsoft office
- Issue and complaint resolution
Languages
English
Hindi
Phone
+91, 9310465785
Personal Information
- Date of Birth: 09/02/97
- Gender: Female
- Nationality: Indian
Activities
- Environmental conservation
- Literature
- Fitness
- Dance
- Travel
- Networking
Timeline
Senior Customer Service Associate
Concentrix
06.2021 - Current
Master of Science - Applied Mathematics
Banasthali University
Bachelor of Science - Computer Science
Maharshi Dayanand University
Similar Profiles
Sandile Marvellous NtombelaSandile Marvellous Ntombela
Team Coach at ConcentrixTeam Coach at Concentrix
Priyanka DasPriyanka Das
Team Leader at ConcentrixTeam Leader at Concentrix
AKASH BISHTAKASH BISHT
Senior Advisor at ConcentrixSenior Advisor at Concentrix