Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
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Rani

Rani

Noida

Summary

With over four years of experience in customer support and operations, I aim to contribute to an organization that values innovation and client satisfaction. I seek to apply my skills in operations and team management to drive efficiently, while continuously learning and growing professionally.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Service Executive- Voice Process

Concentrix
Noida
09.2023 - 04.2025
  • Handling inbound calls from Bank's HNI and NRI clients.
  • Addressing and resolving complaints in a timely and efficient manner to ensure client satisfaction.
  • Responding to a variety of customer inquiries related to banking services, products, and accounts.
  • Managing escalated cases by providing appropriate solutions or forwarding them to higher authorities when necessary.
  • Building rapport and maintaining strong relationships with high-value customers, ensuring their loyalty to Axis Bank.
  • Keeping accurate records of all client interactions and ensuring timely follow-up on unresolved issues.
  • Maintaining service quality by adhering to company protocols and delivering exceptional service experiences to clients.
  • Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.

Customer Support Executive- Voice Process

TLC DigiTech Pvt Ltd
New Delhi
12.2021 - 09.2023
  • Listened to customers' questions and concerns to provide answers or responses.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Responsible for enrolments of walk in and other customers into the Bonvoy Membership.
  • Collection of data from the hotels of potential Members and a possible reach out to them for enrolment.
  • Coordination with the hotel teams for reservation and other requests and responding back to the customers.
  • Ensuring confidentiality of all company information is always maintained.

Information Retrieval Officer- Voice Process

Just Dial
Noida
01.2021 - 12.2021
  • Responsible for attending calls and providing information as requested by the caller.
  • Managed Inbound and Outbound Calls/Chats/Emails.
  • Exceptional Customer Service Experience Provided to the Customers.
  • Did Multi-Task, Set Priorities and A Self-Starter.
  • Ensure Customer Satisfaction and Provide Professional Support.
  • Ensure that the duration of the call is within the standardized Average Time Taken (ATT).
  • Worked successfully in a team environment as well as independently, ability to successfully adapt to changes in their environment.

Education

M.B.A. - Human Resource Management

LPU
01.2024

Bachelor of Arts (BA) -

University of Delhi
01.2021

Intermediate -

CBSE Board
01.2018

Matriculated -

CBSE Board
01.2016

Skills

  • Information Management
  • Product knowledge
  • Customer relationship management
  • Customer Satisfaction
  • Escalation management
  • Customer retention strategies

Certification

  • Diploma, Frankfinn Institute of Air Hostess in Aviation, Hospitality & Travel

Languages

English
First Language

Accomplishments

  • Streamlined ticket escalation process, reducing average resolution time from 48 hours to 24 hours
  • Implemented automated workflows that increased team efficiency by 35% while maintaining quality standards
  • Developed and maintained comprehensive knowledge base, reducing repetitive inquiries by 50%
  • Created standard operating procedures that improved consistency across all customer interactions

Timeline

Customer Service Executive- Voice Process

Concentrix
09.2023 - 04.2025

Customer Support Executive- Voice Process

TLC DigiTech Pvt Ltd
12.2021 - 09.2023

Information Retrieval Officer- Voice Process

Just Dial
01.2021 - 12.2021

M.B.A. - Human Resource Management

LPU

Bachelor of Arts (BA) -

University of Delhi

Intermediate -

CBSE Board

Matriculated -

CBSE Board

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Rani