Priya Nair
Senior Associate
Pune
Summary
Experienced and dedicated customer service professional with over 5 years in the chat and voice process within the BFSI industry. Proven expertise in handling high-volume customer interactions with a focus on providing exceptional service and support. Adept at resolving complex issues, educating customers on insurance products, and maintaining high levels of customer satisfaction. Possesses strong technical proficiency with chat platforms and CRM systems, combined with excellent communication and problem-solving skills. Committed to delivering efficient and accurate assistance to clients, ensuring a positive customer experience in every interaction
Overview
4
4
Certifications
Work History
Senior Associate
Tata Consultancy Services
5 2016 - 4 2024
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Expedited issue resolution with efficient multitasking and prioritization of multiple chat conversations simultaneously.
- Maintained up-to-date knowledge of funds and service changes.
- Managed timely and effective resolution on claim queries.
- Assisted customers with insurance policy inquiries, claims processes, and billing issues through chat support.
- Resolved complex issues by coordinating with different departments, ensuring a seamless customer experience.
- Trained and mentored new hires on chat processes and best practices.
- Consistently achieved or exceeded key performance indicators (KPIs) such as response time, resolution time, and customer satisfaction scores.
Education
B.com -
L.R.T College of Commerce
HSC -
L.R.T College of Commerce
SSC -
Khandelwal English School
Skills
Patience and Empathy
Customer Relationship Building
Problem-solving
Time Management
Active Listening
Responsiveness
Attention to Details
Certification
Software testing
Languages
Malayalam
English
Marathi
Hindi
Timeline
Senior Associate
Tata Consultancy Services
5 2016 - 4 2024
B.com -
L.R.T College of Commerce
HSC -
L.R.T College of Commerce
SSC -
Khandelwal English School
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