Priyanka Saini
Officer | Customer Support
New Delhi
Summary
Seasoned Customer Support Officer with a proven track record at DMI Finance Pvt Ltd, specializing in resolving complex customer complaints and ensuring compliance with regulatory standards. Excelled in teamwork and analytical problem-solving, significantly enhancing customer satisfaction. Skilled in CRM software and adept at fostering positive client relationships through effective communication and empathy.
Overview
5
5
years of professional experience
2
2
Certification
Work History
Officer -Customer Support
DMI Finance Pvt Ltd
Delhi
04.2024 - Current
- Helping out the Nodal Officer's to resolve the complaints being reported by the RBI Ombudsman, CPGRAM, National Consumer Forum, and payment disputes of merchants, I handled walk-in customers and collated case specifications from all departments in the organization for complaint resolution.
- Adhering to all the compliance and company internal and external policies, guidelines for the closure of RBI, and other complaints:
- Ensure adherence to the quality management system, and support for continual improvement.
- To supervise and handle customer queries, resolve escalated issues, maintain TAT, and ensure sound customer communication, etc.
- Good interpersonal, analytical, and problem-solving skills by means of effective and efficient communication.
- A problem-solving attitude towards customer queries involves first understanding the customer's concerns, selecting and explaining the best solution to solve the problem over emails or calls, expediting corrections or adjustments, and following up with various departments to ensure a quick resolution.
- Respond to all the queries from the external and internal customers (Sales, Collections, Ops, etc.) with accuracy, following communication procedures and policies.
Customer Relationship Management | Coordinator
SIS Alarm Monitoring and Response Services Pvt Ltd
Gurugram
05.2022 - 04.2024
- Coordinated with service teams to resolve customer complaints efficiently.
- Ensured proper follow-ups and timely responses to customer concerns.
- Monitored customer interactions to maintain high service quality.
- Provided insights on service gaps and areas for enhancement.
- Scheduled and coordinated installation, maintenance, and troubleshooting of surveillance systems.
- Managed service requests, assigned tasks to technicians, and ensured timely completion.
- Acted as the primary point of contact for customer inquiries and issue resolution.
- Maintained and updated service requests in the CRM system for efficient tracking.
- Collaborated with vendors and technicians to ensure smooth service operations.
- Monitored key performance indicators (KPIs) to improve response time and efficiency.
- Ensured compliance with security regulations, and maintained detailed service records.
Customer Relationship Management | Sr. Executive
STARTEK
Gurugram
03.2020 - 04.2022
- Managing complaints and escalations directed to the CEO at Bharti Airtel, India, ensuring resolution at both client and customer levels.
- Collaborating with cross-functional teams to resolve escalations within 24 hours.
- Coordinating with Sales and Marketing, After-Sales, and Technical teams to develop and implement innovative customer solutions.
- Monitoring team performance and productivity through trackers, while ensuring compliance with client SLAs.
Practitioner CRM - Operations
Concentrix Daksh Services India Pvt Ltd
Gurugram
01.2017 - 05.2017
- Reviewing and analyzing ads to ensure compliance with Google AdWords policies, and maintaining platform integrity.
- Identifying, flagging, and reporting inappropriate or noncompliant content to ensure adherence to advertising standards.
- Collaborating with internal teams to improve ad quality and enhance user experience.
- Staying updated with evolving policies and trends to ensure accurate enforcement of advertising guidelines.
Education
Bachelor - Arts
Delhi University
01.2016
Skills
- Customer Relationship Management
- Communication Skills
- Empathy and patience
- Problem solving
- Multitasking and Time Management
- Adaptability and teamwork
- Teamwork and collaboration
- Organizational and analytical skills
Accomplishments
- Honored as ‘Employee of the Month’ for exceptional customer service and problem-solving skills.
Certification
- Microsoft Excel: Advanced Excel Formulas & Functions.
- Microsoft Excel - Excel from Beginner to Advanced
Languages
Hindi
First Language
English
Advanced (C1)
C1
Skills
- Excel, Outlook, MS Word
- Customer support and training
- Customer Relationship Management
- Communication Skills
- Empathy and patience
- Problem solving
- Multitasking and Time Management
- Adaptability and teamwork
- Teamwork and collaboration
- Organizational and analytical skills
Work Preference
Work Type
Full TimeWork Location
On-SiteHybridRemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursWork from home optionHealthcare benefitsPersonal development programsTeam Building / Company RetreatsPaid sick leave4-day work weekQuote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Software
MS 365 Complete Setup
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Interests
MS 365 Complete Setup
Timeline
Officer -Customer Support
DMI Finance Pvt Ltd
04.2024 - Current
Customer Relationship Management | Coordinator
SIS Alarm Monitoring and Response Services Pvt Ltd
05.2022 - 04.2024
Customer Relationship Management | Sr. Executive
STARTEK
03.2020 - 04.2022
Practitioner CRM - Operations
Concentrix Daksh Services India Pvt Ltd
01.2017 - 05.2017
Bachelor - Arts
Delhi University
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