Riya Beniwal
Meerut
Summary
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
3
3
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Bright MoneyTechnology
Bangalore
04.2023 - 08.2023
- Answered incoming emails and chats, providing frontline customer support or assistance with credit cards transactions.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained up-to-date customer records in Internal CRM while interacting with customers across email and chats.
- Consulted with customers to resolve service and billing issues.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Operation Associate
PlanetSpark
Gurugram
01.2022 - 09.2022
- Worked in Teacher Training and Onboarding team and handled training operations. Handled an average of 150 emails per day related to technical and course issues.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- To process and track teacher's concerns to ensure concerns are resolved timely.
- Monitored KPIs to evaluate productivity, quality control and other performance metrics.
- Coordinated with cross-functional teams to ensure smooth operations.
Senior Operation Executive
Kids Aptivity Technologies Pvt. Ltd (Q-in-1)
Delhi
09.2020 - 12.2021
- Promptly handled an average of 200 customer inquiries and complaints per day via calls, mails and chats with a 97% customer satisfaction rate.
- Utilized CRM software program such as HubSpot to manage customer relationships.
- Collaborate with immediate team, other customer service teams, sales team, and other company departments to ensure overall customer and product satisfaction
- Help sales team generate leads, identify potential leads and forward to sales reps
Intern
Swiggy
Bangalore
04.2020 - 05.2020
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner via ZENDESK ticketing CRM.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
Education
B.TECH - Computer Science -
M.I.E.T, Meerut - AKTU University
10.2020
INTERMEDIATE -
JP Academy, Meerut
03.2016
MARTICULATION -
JP Academy, Meerut
03.2014
Skills
- LEADERSHIP
- MS OFFICE
- CUSTOMER NEGOTIATION
- CLIENT MANAGEMENT
- CUSTOMER RELATION
- DATA ENTRY
- CUSTOMER RETENTION
- CLIENT SERVICING
- MULTITASKING
- WRITTEN COMMUNICATION
- MANAGING OPERATIONS & EFFICIENCY
- CRM TOOLS - HUBSPOT & ZENDESK
Certification
- English Olympiad (2nd position)
- Debate Competition (1st position)
- Star of the Month & Performer of the Month
- Performer of the Week for consecutive 7 weeks
Languages
- English, Native or Bilingual Proficiency
- Hindi, Native or Bilingual Proficiency
Timeline
Customer Service Representative
Bright MoneyTechnology
04.2023 - 08.2023
Operation Associate
PlanetSpark
01.2022 - 09.2022
Senior Operation Executive
Kids Aptivity Technologies Pvt. Ltd (Q-in-1)
09.2020 - 12.2021
Intern
Swiggy
04.2020 - 05.2020
B.TECH - Computer Science -
M.I.E.T, Meerut - AKTU University
INTERMEDIATE -
JP Academy, Meerut
MARTICULATION -
JP Academy, Meerut
- English Olympiad (2nd position)
- Debate Competition (1st position)
- Star of the Month & Performer of the Month
- Performer of the Week for consecutive 7 weeks
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