NITA SHARMA
Naihati
Summary
Having 4years and 4 months of working experience. Started journey with British Telecommunications as a Customer Support Associate, where I used to fix various technical service-related issues for UK customers and contributed my experience towards complaint handling for UK customers and resolve them on real time basis. Did review new associate’s productivity levels and provided coaching and feedback. Worked as floor support to help newbies in my team. Maintained composure and effectiveness under pressure. Built customer confidence in quick response, products and solutions. Eventually promoted as a Credit Underwriter in British Telecommunications. This role contains credit vetting and credit risk analysis through which I also deal with vital escalations even from BT’s Chairman office. Received recognition from the director of the Business. Meeting all my KPIs without any miss. Received recognitions from Stakeholder. Gradually I was chosen to upskill with in process for which working on high risk orders and complete the KYCs.
Overview
4
4
years of professional experience
Work History
Trainee Customer Support Associate - B2B
BT E-SERV
Kolkata
09.2020 - 09.2021
- Resolved technical issues for UK customers using BT Services via chat and call, ensuring real-time solutions.
- Handled customer complaints and provided effective resolutions for technical issues.
- Identified needs of customers promptly and efficiently.
- Participated in brainstorming sessions to generate ideas for process improvement.
- Promoted business products to prospective clients, enhancing sales opportunities.
Customer Service Support Advisor- B2B
BT E-SERV
Kolkata
10.2021 - 02.2022
- Contributed towards the goals of the company by rendering assistance to business customers of BT
- Addressing queries and invigilating customers’ technical faults to ascertain a hassle free resolution
- Was recognized by the customers multiple times for the good work and got a lot of appreciations from the customers
- Excellent communication and customer handling skills both verbal and written
- Followed up with customers about resolved issues to maintain high standards of customer service
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Monitored team performance metrics such as average handle time and first contact resolution rate.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Maintained accurate records of customer interactions for future reference.
- Developed strong relationships with customers to ensure satisfaction and loyalty.
- Answered customer inquiries via phone, email, and chat services.
- Maintained up-to-date knowledge of company products and services.
Collections Advisor-B2B
BT E-SERV
Kolkata
02.2022 - 12.2022
- Managed accounts receivable processes to ensure timely collection of outstanding balances.
- Prepared and sent invoices to facilitate prompt payment and account reconciliation.
- Managed bill-to-cash processes to ensure timely collection of payments.
- Followed up with customers to resolve outstanding bills.
- Resolved billing disputes by investigating discrepancies, and coordinating with relevant stakeholders.
- Applied customer payments to meet service level agreements.
- Analyzed customer payment behavior and provided actionable insights for process improvement.
- Negotiated payment plans and settlements with customers facing financial difficulties.
Credit Referrals Underwriter-B2C
BT E-Serv
Kolkata
12.2022 - Current
- Efficient knowledge of Credit Vetting / Credit Risk Analysis
- Excellent communication and customer handling skills
- Have been proposing new ideas for process improvement
- Achieved RNR by the leads of the process for being efficient on KPIs
- Examined documents to determine degree of risk from health, financial standing and value and condition of property.
- Evaluated upfront deposits for compliance with credit check requirements.
- Managed account receivables to ensure timely and accurate processing.
- Efficient in managing team engagement activities.
- Entered and maintained risk information in various information systems.
- Utilized underwriter authority to correspond with corporate risk appetite and strategy.
- Implemented underwriting strategies to minimize risk and maximize profitability.
- Analyzed client's financial records and statements to assess creditworthiness.
- Managed order-to-cash processes, enhancing efficiency and accuracy in financial transactions.
- Conducted thorough surface-level fraud investigations to identify and mitigate potential risks.
Education
B.A - History Specialization
Bethune College
01.2020
Higher Secondary -
Army Public School Barrackpore
01.2017
Skills
- Excellent communication and customer-handling skills
- Excellent presentation, and public speaking skills
- Stakeholder management
- Knowledge of the Order to Cash cycle and processes
- Credit Risk Analysis
- KYC
- Time management
- Team engagement
- Continual improvement
- SLA Management
- Escalation Management
- Creditworthiness assessment
- Documentation review
Accomplishments
- Received recognition from UK customer for promptly resolving their complaint.
- Best Performer of the year.
- Received recognition for meeting all the KPis through out the financial year.
- Received recognition from Business Director.
- Received appreciation for giving Process Improvement Ideas.
- Got appreciation from Stakeholder for managing their queries and resolving with utmost responsibility.
- Member of Engagement Committee.
Father'sname
Goutam Kumar Sharma
Personal Information
- Date of Birth: 09/19/98
- Marital Status: Single
Languages
- English
- Hindi
- Bengali
Hobbies and Interests
- Playing Ukulele
- Reading articles
- DIY
Disclaimer
I do hereby declare that all of the information and details provided above is correct and true.
Timeline
Credit Referrals Underwriter-B2C
BT E-Serv
12.2022 - Current
Collections Advisor-B2B
BT E-SERV
02.2022 - 12.2022
Customer Service Support Advisor- B2B
BT E-SERV
10.2021 - 02.2022
Trainee Customer Support Associate - B2B
BT E-SERV
09.2020 - 09.2021
B.A - History Specialization
Bethune College
Higher Secondary -
Army Public School Barrackpore
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