Summary
Overview
Work History
Skills
Achievement
Accomplishments
Interests
Work Availability
Quote
Timeline
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POOJA MISHRA

POOJA MISHRA

Client Servicing
Mumbai

Summary

Hardworking Client Support Specialist with terrific problem-solving and troubleshooting skills. Engaging and personable to promote a "client first" mentality and dedicated to contributing to team-based environments. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

15
15
years of professional experience
2
2
Languages

Work History

Client Support Specialist

Accenture Solutions Pvt Ltd
Mumbai
12.2017 - Current
  • Single primary point of contact for client
  • Responsible for end-to-end customer experience through strategic development and management of product adoption
  • Handling 300+ European based clients all general queries & complaints related to their different projects via email and calls
  • Work in partnership with key teams including Sales, Marketing and Engineer to drive value for customers and exceed defined metrics
  • Lead on boarding and track all opportunities and customers in portfolio and ensure their success
  • Provide reporting and metrics to Executive leadership on progress against set strategy and objectives Proactive planning and tracking of progress with real-time reporting
  • Ensuring end to end complaint resolutions with co-ordination of different internal team Conducting Operational service Review on quarterly basis to manage and help in revenue generation
  • Doing health checks on regular basis to ensure experience of clients remains best in class.
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Delivered outstanding service to clients to not only maintain but to extend relationship for future business opportunities.
  • Responded proactively and positively to rapid change.

Senior Support Officer

Convergys India Pvt Ltd
Mumbai
07.2015 - 12.2017
  • Handling Australian customer’s technical queries & complaints related to internet through Inbound calls
  • Coordinating Network Interface Management for reporting about technical outages
  • Coordinating with technicians dispatch team for physical visits
  • Ensuring end to end complaint resolutions with co-ordination of case management team
  • Achieving team target in relation with CAPE, Issue resolution and customer satisfaction
  • Maintain relationship with premiers and sales.
  • Prepared and delivered investigative reports and briefings

Customer Escalation Desk Officer

RELIANCE HR SERVICES
Kolkata
12.2013 - 04.2015
  • PAN India for handling complaints of customers with resolution rate of 100%
  • Routing of complaints to concern team and assuring that same are resolved end to end with in TAT time
  • Weekly as well as monthly publication to head of departments reporting about complaint ratio and satisfaction.
  • Supported and provided keen insight into operational and programmatic activities.
  • Analyzed, monitored and evaluated success rate of program activities.
  • Responded to customer requests for products, services, and company information.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Cross-trained and provided backup support for organizational leadership.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.

Escalation Specialist

AUROFIDEL OUT SOURCING LTD
Mumbai
04.2010 - 12.2013
  • Provided primary customer support to internal and external customers with 100% satisfaction.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Answered product and service questions, suggesting other offerings to attract potential customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promptly responded to inquiries and requests from prospective customers.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.

Customer Service Representative

RELIANCE BPO
Mumbai
10.2008 - 03.2010
  • Served as Customer Service Representative in Broad Band and Public Call Office Segment for Reliance BPO
  • Maintain daily order and ticket queue
  • Establish and maintain departmental goals as set by Department Managers
  • Maintain relationship with premiers and sales.
  • Responded to customer requests for products, services, and company information
  • Answered customer telephone calls promptly to avoid on-hold wait times

Skills

    Keen observer

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Achievement

 Credited with the Best Customer service officer for five months in Reliance Capital Commercial Finance  division PAN India Operations. 

Awarded with Super star and rock star certificate for maintaining good relation and customer satisfaction with  in Covergys pvt ltd. 

Awarded with Star business Award for quarter 1 of FY2019-20 in Accenture solution pvt ltd. 

Awarded with Encore business Award for quarter 2 and 3 of FY 2021-22 and again in quarter 1 of FY2023-24 in Accenture solution pvt ltd. 

Awarded with 30+ magical mentions from Accenture client – Equinix.


Accomplishments

  • M.Com from Mumbai University, Maharashtra (2012) with 54.25% B.Com from Mumbai University, Maharashtra (2008) with 66% HSC from Mumbai Board, Maharashtra (2005) with 65% SSC from Mumbai Board, Maharashtra (2003) with 72%

Interests

Listening to Music

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison

Timeline

Client Support Specialist

Accenture Solutions Pvt Ltd
12.2017 - Current

Senior Support Officer

Convergys India Pvt Ltd
07.2015 - 12.2017

Customer Escalation Desk Officer

RELIANCE HR SERVICES
12.2013 - 04.2015

Escalation Specialist

AUROFIDEL OUT SOURCING LTD
04.2010 - 12.2013

Customer Service Representative

RELIANCE BPO
10.2008 - 03.2010

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