Pooja Sarkar
New Delhi
Summary
Results-driven Customer Service executive with over 2+ years of extensive experience in the aviation and other BPO sectors. Proven ability to enhance Customer Satisfaction through Effective communication and teamwork, while adept at utilising Microsoft Office and other computer skills. Demonstrated commitment to achieving performance goals and contributing to team success. Passionate about continuous improvement and professional growth.
Overview
3
3
years of professional experience
Work History
Senior Executive - MRR
Pacific An Access Healthcare
Noida
05.2025 - 12.2025
- Managed end-to-end medical records retrieval operations by coordinating with hospitals, clinics, and healthcare facilities to obtain patient medical records in a timely and compliant manner.
- Conducted outbound communication with hospital medical records departments to request, follow up, and secure required patient charts in accordance with HIPAA and organizational guidelines.
- Consistently achieved and exceeded KPI targets, including number of organizations contacted, charts retrieved, and turnaround time benchmarks.
- Scheduled and tracked medical chart requests across multiple healthcare organizations, ensuring accurate documentation and adherence to preferred turnaround timelines.
- Maintained detailed records of requests, follow-ups, and outcomes using internal tracking systems to ensure transparency and audit readiness.
- Collaborated with internal teams to prioritize urgent cases and resolve discrepancies or delays in medical record retrieval.
- Demonstrated strong time management, communication, and stakeholder coordination skills while handling high-volume workloads.
- Ensured strict compliance with patient confidentiality, data privacy, and healthcare regulatory standards at all stages of the retrieval process.
Customer Service Executive
Admiral Solutions
Gurugram
01.2024 - 05.2024
- In the role of Customer Service Executive at Admiral Solutions, the focus was on providing exceptional support to clients through various channels.
- This position required quick problem-solving skills and the ability to adapt to different customer needs.
- Collaborating with colleagues ensured that all customer interactions were handled efficiently, fostering positive relationships and enhancing the company's reputation.
- Maintained high standards of service delivery, contributing to an increase in customer loyalty and retention.
- Utilized feedback from customers to improve service processes and enhance the customer experience.
- Participated in team meetings to discuss service improvements and operational challenges.
Customer Service Executive
British Airways
Gurugram, Haryana, India
07.2022 - 10.2023
- As a Customer Service Executive at British Airways, responsibilities included addressing customer inquiries and delivering comprehensive support throughout their travel experience.
- This role involved handling various customer requests, ensuring that each interaction was met with efficiency and a high standard of service.
- Collaboration with team members was essential to resolve issues and enhance overall customer satisfaction, creating a welcoming environment for travelers.
- Successfully managed customer inquiries and provided timely resolutions, resulting in improved customer satisfaction scores.
- Mentored new staff members on customer service protocols, improving team performance and service delivery.
- Suggested process improvements strategies from time to time that could streamlined customer interaction workflows.
- Received commendations from management for consistently exceeding performance targets.
Education
Master of Business Administration - Masters Of Business Administration in Human Resource
Amity University
Noida, Uttar Pradesh, India01.2026
Bachelor of Business Administration - Bachelors Of Business Administration in Retail
Indira Gandhi National Open University
New Delhi, India01.2023
Certificate of Higher Education - Commerce
The Banyan Tree School
New Delhi, India01.2017
Skills
- Customer service
- Customer complaint handling
- Active listening
- Call centre experience
- Team collaboration
- Product knowledge
- Customer complaint management
- Microsoft Word
- Microsoft Excel database management
- Social media platforms navigation
- Outstanding telephone manner
- Ticketing system operation
- Telephone etiquette
Languages
English
Hindi
Bengali
Hobbies and Interests
- Singing
- Web Surfing
- Social Media
- Travelling
- Playing Basketball/Badminton
Personal Information
- Date of Birth: 02/13/99
- Nationality: Indian
Timeline
Senior Executive - MRR
Pacific An Access Healthcare
05.2025 - 12.2025
Customer Service Executive
Admiral Solutions
01.2024 - 05.2024
Customer Service Executive
British Airways
07.2022 - 10.2023
Master of Business Administration - Masters Of Business Administration in Human Resource
Amity University
Bachelor of Business Administration - Bachelors Of Business Administration in Retail
Indira Gandhi National Open University
Certificate of Higher Education - Commerce
The Banyan Tree School