Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Personal Information
Timeline
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Pooja Saklani

Pooja Saklani

Telangana

Summary

Customer-focused Senior Customer Service Representative known for highly productive and efficient task completion. Skilled in conflict resolution, communication, and time management, ensuring smooth operational flow and customer satisfaction. Excel in active listening, empathy, and adaptability, fostering positive interactions and solutions to complex customer inquiries.

Overview

21
21
years of professional experience

Work History

Sr Customer Service Representative

ADP
Telangana
02.2024 - Current
  • Elevated business performance by offering superior 401(k) plans
  • Guiding participants in managing 401k retirement plans
  • Processed critical transactions linked to loans, withdrawals, and distributions
  • Ensured consistent 100% quality standards
  • Coordinate with various teams to solve escalated problems
  • Demonstrated accountability with each task.
  • Granted necessary access to 401k accounts
  • Collaborated with plan administrators to resolve employee-related issues
  • Stay informed about all tax and distribution notices
  • Consistently striving to meet KRA targets
  • Ensured compliance with applicable laws and regulations related to customer service.
  • Identified trends in customer issues and provided recommendations for resolution.
  • Met and exceeded performance goals to support long-term company growth and market dominance.

Sr Collections Representative

Synchrony international services Pvt. Ltd
Telangana
08.2020 - 05.2023
  • Researched and documented company profile for Echat Collections
  • Identify delinquency reasons and establish payment terms efficiently
  • Facilitate multiple payment methods.
  • Ensure adherence to collections standards
  • Evaluate necessity of account maintenance and execute updates
  • Managed manual queue collections when required
  • Adhere to established standards for productivity and quality.
  • Ensured adherence to compliance guidelines
  • Expertise in FDR and workstations
  • Developed and implemented strategies to reduce delinquency rates.
  • Provided detailed reports of collection activities to management team.
  • Handled incoming telephone inquiries from customers regarding their accounts.
  • Participated in weekly conference calls with members of the Collections Department.
  • Reviewed and updated customer accounts on a daily basis.
  • Negotiated payment arrangements with customers in arrears.

Inside Sales Representative I

Dell International services
Telangana
10.2013 - 10.2016
  • Company Overview: E&A US Sales.
  • Helped North America customers purchase E&A products from Dell and various third-party brands
  • Played a pivotal role in upselling, significantly boosting revenue margin.
  • Enhanced product knowledge critical for engaging customers
  • Ownership maintained ensured continuous follow-up on customer calls
  • Utilized diverse tools to locate specific parts and products
  • Meeting metrics like CR and Quality was very important.
  • Prioritized selling DPA to existing account holders
  • Utilized customer needs analysis to recommend optimal products
  • Transfers to the right department were very important for better customer experience.
  • Consistent customer care, quality standards, and reporting.
  • Ability to quickly adapt to changing priorities and fluctuations in workflow.
  • Ability to adapt to shift changes.

Telesales Executive & Quality Representative

24/7 Customer
04.2004 - 09.2005
  • Collaborated with team in role of Quality Representative
  • Maintained consistent feedback records and quality scores for assigned team
  • Engaged in credit card sales
  • Generated new leads via cold calling techniques, referrals, networking events.
  • Maintained accurate records of customer interactions utilizing CRM software.
  • Conducted regular outreach activities including outbound calls, emails, text messages. for lead generation purposes.
  • Earned client accolades by ensuring process verification quality
  • Maintained high-performance statistics

Education

B.COM -

ACHARYA NAGARJUNA UNIVERSITY
Andhra Pradesh, India

P U C -

BALDWIN’S WOMENS METHODIST COLLEGE
Bangalore, Karnataka, India

S S L C -

INDIRANAGAR CAMBRIDGE SCHOOL
Bangalore, Karnataka, India

Skills

  • Windows 11
  • Linux
  • Microsoft Office 365
  • Quality Assurance
  • Call centre experience
  • Team monitoring
  • Customer Support
  • Escalation management
  • Representative training
  • Call Control
  • Live chat support
  • Payment Processing
  • De-Escalation Techniques
  • Documentation Review
  • CRM
  • Tableau

Hobbies and Interests

  • Love listening to music
  • Dancing
  • Active on social media

Languages

  • English
  • Hindi
  • Kannada
  • Tamil
  • Telugu

Personal Information

  • Father's Name: J. R. Saklani
  • Date of Birth: 06/04/85
  • Marital Status: Married

Timeline

Sr Customer Service Representative

ADP
02.2024 - Current

Sr Collections Representative

Synchrony international services Pvt. Ltd
08.2020 - 05.2023

Inside Sales Representative I

Dell International services
10.2013 - 10.2016

Telesales Executive & Quality Representative

24/7 Customer
04.2004 - 09.2005

B.COM -

ACHARYA NAGARJUNA UNIVERSITY

P U C -

BALDWIN’S WOMENS METHODIST COLLEGE

S S L C -

INDIRANAGAR CAMBRIDGE SCHOOL

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