Noopur Narwale
DELHI
Summary
Accomplished Customer Relationship Executive with extensive experience over 6 years in managing high-volume customer interactions and consistently exceeding sales goals. Demonstrates exceptional negotiation skills, team leadership, and motivation, fostering a culture of continuous improvement. Proven track record as a Supplier Relationship Analyst at Barclays, adept in contract management and supplier performance enhancement. Skilled in complaint handling and resolution, with a calm demeanour under pressure. My career includes technical support roles at Honeywell and Wipro Technologies, showcasing expertise in technical troubleshooting and customer satisfaction. Aspires to leverage comprehensive skills in a challenging role that drives client retention and operational excellence. Self Motivated eager to improve and streamline service procedures to maximise team efficiency and customer satisfaction. Specialised in quality, speed and performance improvements.
Overview
12
12
years of professional experience
Work History
Sr. Customer Service Executive
Accenture
07.2024 - Current
- Managed high-volume customer calls, providing efficient service to continually meet timeframe targets.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Built rapport with customers through courteous and professional communications.
- Processed and issued product orders and service upgrades for customers.
- Developed empathetic client relationships, and earned a reputation for consistently exceeding sales goals.
- Assisted customers with product-related questions, feedback and complaints.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.
- Led weekly team meetings to discuss performance metrics, encouraging a culture of continuous improvement and excellence.
- Managed inbound customer service calls, efficiently resolving queries and complaints to uphold satisfaction levels.
- Monitored customer surveys and feedback to develop corrective actions for service-related issues.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
Process Advisor
Barclays Shared Services,Noida
07.2015 - 01.2019
- Managed high-volume call environment, handling outbound calls professionally and efficiently.
- Served as subject matter expert within the organization, providing guidance on best practices related to process design and implementation.
- Established rapport with customers through active listening and empathetic communication techniques.
- Collaborated with cross-functional teams to identify process improvements and implement best practices in collections operations.
- Evaluated customer creditworthiness, making informed decisions on account management strategies.
- Enhanced team productivity, providing consistent coaching and support to fellow representatives.
- Navigated complex collection cases, utilizing effective negotiation skills for successful outcomes.
- Reduced delinquency rates with proactive communication and targeted payment plans.
Technical support Associate
Honeywell International Pvt ltd
09.2014 - 06.2015
- Maintaining quality control/satisfaction records, constantly seeking new ways to improve the services
- Logging Tickets on Salesforce
- Providing email and phone support to customer Regarding their HVAC units
- Help customer in installing their mechanical and Digital Thermostats.
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
- Addressed customer service enquires quickly and accurately.
- Built rapport with customers through courteous and professional communications.
- Processed and issued product orders and service upgrades for customers.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
Process Associate
Wipro Technologies
09.2012 - 07.2014
- Worked with U.S Based Company H P Worked as level 2 (L2) support
- Prepares daily reports on the daily activities of the customer care team
- Ensures that all the requests, queries, and complaint of customers are responded to in a timely and professional manner
- Taking escalation calls from the frontline advisor if the query is not resolved
- Maintaining quality control/satisfaction records, constantly seeking new ways to improve the services
- Strong Knowledge of Careforce, Custom CRM based on SFDC for HP
- Maintaining troubleshooting notes and working with tickets generated on Salesforce.
- Helped customers set up new systems, applications and software.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Provided clear and concise step-by-step technical support to guide clients.
Education
Bachelor of Science - P+C+B
D.A.V.V Indore
2008
High School -
K.V Neemuch, CBSE Board
2005
Intermediate -
K. V Neemuch, CBSE Board
2003
Skills
- Excellent negotiation skills
- Team leadership and motivation
- Public Speaking
- Complaint handling and resolution
- Contract management
- Goods procurement knowledge
- Calm under pressure
Personal Information
Date of birth: 14/05/1988
Languages
English
Proficient
C2
Hindi
Proficient
C2
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Timeline
Sr. Customer Service Executive
Accenture
07.2024 - Current
Process Advisor
Barclays Shared Services,Noida
07.2015 - 01.2019
Technical support Associate
Honeywell International Pvt ltd
09.2014 - 06.2015
Process Associate
Wipro Technologies
09.2012 - 07.2014
High School -
K.V Neemuch, CBSE Board
Intermediate -
K. V Neemuch, CBSE Board
Bachelor of Science - P+C+B
D.A.V.V Indore
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