Summary
Overview
Work History
Education
Skills
Languages
Timeline
Hi, I’m

Reema

Delhi
Reema

Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.

Overview

6
years of professional experience

Work History

Inlingua - Customer Service Associate
09.2017 - Current

Job overview

  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Developed and actualized customer service initiatives to decrease wait times
  • Boosted sales revenue by skillfully promoting diverse service options
  • Delivered supportive and knowledgeable counseling to students with academic or personal concerns
  • Counseled students regarding course and program selection, class scheduling and registration and career planning
  • Encouraged students to explore age-appropriate and career-related opportunities
  • Revenue generation by meeting targets of new joinees' registration
  • Fees collection and followups on payment pendencies
  • Working out on strategies for revenue generation with available MIS reports.

Study Reach
Delhi

Customer Support Associate
08.2023 - 11.2023

Job overview

  • Conduct onboarding sessions with new customers to ensure they understand the client list for multiple destinations (UK, AUS & USA .. ) and its Universities.
  • Collaborate with the sales team to make the offer conversion and deposit to increase the company revenue.
  • Provide technical support related to the CRM Portal and troubleshoot issues for customers.
  • Analyse customer data to identify trends and provide insights to the client relationship team.
  • Manage Agents feedback and communicate it to relevant teams (Admissions & GTE team) for process improvement and better student journey.
  • Act as a liaison between customers and internal teams to ensure customer/ students' needs are met.
  • Develop and maintain customer success metrics and reports to track progress and identify areas for improvement.
  • Proactively reached out to agents to request feedback and review offers, resulting in improved customer (Agent) satisfaction rating.
  • Developed strong customer relationships to encourage repeat business.

Education

Symbiosis Center For Distance

MBA from Human Resources Management
01.2016

Janki Devi Memorial College

Bachelor of Arts
01.2013

Central Board of Secondary

High School Diploma
01.2009

Skills

  • Customer Relationship
  • Management
  • Issue and Complaint Resolution
  • Ability to work Under Pressure
  • Natural Relationship Builder
  • Negotiator
  • Win and Win Mindset
  • MIS
  • Individual Counseling
  • Educational Strategies
  • Staff Meetings
  • Customer Service
  • Sales Expertise
  • Upselling Techniques
  • Sales Generation
  • Customer Needs Assessment
  • Customer Support
  • Customer Relationship Management (CRM)

Languages

English
Upper Intermediate
B2
Hindi
Proficient
C2

Timeline

Customer Support Associate

Study Reach
08.2023 - 11.2023

Inlingua - Customer Service Associate

09.2017 - Current

Symbiosis Center For Distance

MBA from Human Resources Management

Janki Devi Memorial College

Bachelor of Arts

Central Board of Secondary

High School Diploma

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Reema