Priyanka Choudhary
Lead Customer Service Executive
Gurgaon
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
Work History
Lead Customer Care Associate
American Express
06.2021 - 08.2023
- Developed comprehensive training materials to ensure all associates were well-versed in company policies and procedures.
- Enhanced customer satisfaction by addressing and resolving inquiries, concerns, and complaints in a timely manner.
- Launched new initiatives to streamline processes, resulting in increased efficiency for the entire team.
- Introduced innovative strategies to boost first-call resolution rates without sacrificing quality of service provided to customers.
Customer Service Executive
Sitel
09.2018 - 06.2021
- Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Coached and mentored junior team members, contributing to their professional growth and development.
Education
B.Tech - Computer Science
B.K. Birla Institute of Engineering And Technology
Pilani, India 04.2001 -
No Degree - Science
Smt Jankidevi Mandelia Junior School
Pilani, India 04.2001 -
Skills
Escalation Handling
First Call resolution
Call Documentation
MS-Excel
MS-word
Jira Agile
Communication Skills
Data Entry
Timeline
Lead Customer Care Associate
American Express
06.2021 - 08.2023
Customer Service Executive
Sitel
09.2018 - 06.2021
B.Tech - Computer Science
B.K. Birla Institute of Engineering And Technology
04.2001 -
No Degree - Science
Smt Jankidevi Mandelia Junior School
04.2001 -