REKHA J
Customer Service Account Specialist
Bengaluru
Summary
I am a qualified BBM graduate with 3+ years of experience delivering excellence in Customer facing roles top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Team player with an eye for detail. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
Work History
Customer Service Account Specialist
Lumen IT India Pvt. Ltd
10.2022 - Current
- Working for a popular internet service provider in the US, CenturyLink.
- Handling queries regarding customer’s account (payments, internet connection, phone lines)
- Analyzing customer's concern and up-selling products as solutions to their concerns}
- Promptly responded to inquiries and requests from prospective customers.
- Providing excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Advisor
PhonePe
03.2021 - 05.2022
- Handled customer queries regarding payments and technical i on the issues App
- Was moved to Insurance project for a pilot batch, highlighted repetitive concerns to relevant teams and generated insights on how we can integrate the process to render better customer experience
- Produced detailed reports outlining key issues and proposed solutions.
- Planned, developed and implemented strategies to convey information with key decision makers.
- Worked alongside product team, provided insights on how the app can be integrated for easier navigation for cx to purchase insurance.
- Implemented continuous improvement metrics to streamline workflows and reduce waste.
Process associate
Genpact
11.2019 - 03.2021
- Worked for a banking process, handled High Net-worth Individuals account
- Handled concerns regarding credit cards and bank account related queries (including Fraud and dispute)
- Later moved to L2, where I was responsible for assisting new agents on floor and handling escalations
- Monitored customer feedbacks and performed RCA and service recovery
- Wrote emails to Clients for approvals or to highlight concerns.
- Identified and resolved process issues to drive optimal workflow and business growth.
Executive
Aegis
12.2018 - 10.2019
- Worked for an IATA certified travel agency, handled change, cancellation, and refund related workflows through GDS like Amadeus and worldspan
- Handled specialized queue to verify payments and issue e-tickets
- Handled queries regarding customer’s travel itineraries and contacted airlines and hotels to modify itineraries when required.
Education
Bachelor of Business Management - Human Resources Management
Bangalore UniversityCollege- Sri Bhagawan Mahaveer Jain College
KGF 03.2011 - 05.2014
PUC, - PCMB
Karnataka Pre-University BoardCollege- BEML Composite Junior College
KGF 06.2008 - 03.2011
SSLC -
Karnataka Secondary, BEML Composite Junior College
KGF 06.2007 - 03.2008
Skills
Excellent communication (verbal and written)undefined
Timeline
Customer Service Account Specialist
Lumen IT India Pvt. Ltd
10.2022 - Current
Advisor
PhonePe
03.2021 - 05.2022
Process associate
Genpact
11.2019 - 03.2021
Executive
Aegis
12.2018 - 10.2019
Bachelor of Business Management - Human Resources Management
Bangalore UniversityCollege- Sri Bhagawan Mahaveer Jain College
03.2011 - 05.2014
PUC, - PCMB
Karnataka Pre-University BoardCollege- BEML Composite Junior College
06.2008 - 03.2011
SSLC -
Karnataka Secondary, BEML Composite Junior College
06.2007 - 03.2008
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