Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rekha Shelke Shinde

Senior Customer Service Executive
Nashik

Summary

Dynamic Senior Customer Service Executive with HDFC Bank Limited over all 10+ years of experience in industry with recognized for enhancing customer satisfaction and retention through exceptional problem-solving and relationship-building skills. Proven expertise in CRM software and process improvement, consistently delivering high-quality service and coaching junior team members to achieve outstanding results.

Known for strong team collaboration and adaptability in dynamic environments. Skilled in conflict resolution and effective communication.

Overview

10
10
years of professional experience

Work History

Senior Customer Service Executive

HDFC Bank Limited
Nashik
01.2016 - Current
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in collections department.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • Escalated critical customer issues to in house legal department & resolved issues amicably
  • Leveraged strong interpersonal skills to build lasting relationships with customers, fostering brand loyalty and repeat business.
  • Developed effective strategies for managing challenging situations, resulting in positive outcomes for both customers and the organization.
  • Coached and mentored junior team members, contributing to their professional growth and development.
  • Boosted customer retention rates by providing exceptional service and building rapport with clients.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
  • Monitored key performance indicators to ensure continuous improvement in service quality.
  • Collaborated with cross-functional teams to improve overall customer experience within the company.
  • Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
  • Analyzed performance data to identify trends and opportunities for continuous improvement in service delivery.
  • Optimized workflow processes by identifying bottlenecks and implementing targeted improvements in key areas.

Technical Support Executive

Quick Heal Technologies
Nashik
08.2015 - 11.2015
  • Delivered exceptional technical assistance through both phone and email channels while maintaining professionalism at all times.
  • Managed a high volume of tickets in the helpdesk system, consistently meeting or exceeding response time targets.
  • Enhanced customer satisfaction by efficiently resolving technical issues and providing exceptional support.
  • Streamlined troubleshooting processes for faster resolution times, improving overall productivity.

Education

Master of Science - Computer Science

Pune University
Nashik, India
04.2001 -

Bachelor of Science - Computer Science

Pune University
Nashik, India
04.2001 -

Higher Secondary Certificate Board (HSC) -

HSC Ahmednagar Board
Nashik, India
04.2001 -

Senior School Certificate (SSC) -

SSC Nashik Board
Nashik, India
04.2001 -

Skills

CRM software

Process improvement

Negotiation

Customer service documentation

Escalated customer concerns

Employee training and orientation

Problem-solving abilities

MS office

Teamwork and collaboration

Customer service excellence

Quality control

Issue and complaint resolution

Customer relationship management (CRM)

Administrative and office support

Service standard compliance

Data management

Policies and procedures adherence

Continuous improvement

Timeline

Senior Customer Service Executive

HDFC Bank Limited
01.2016 - Current

Technical Support Executive

Quick Heal Technologies
08.2015 - 11.2015

Master of Science - Computer Science

Pune University
04.2001 -

Bachelor of Science - Computer Science

Pune University
04.2001 -

Higher Secondary Certificate Board (HSC) -

HSC Ahmednagar Board
04.2001 -

Senior School Certificate (SSC) -

SSC Nashik Board
04.2001 -

Similar Profiles

CREATE PROFILE
Rekha Shelke ShindeSenior Customer Service Executive