Roshni Jala
Mumbai
Summary
Forward-thinking Operations Specialist bringing 12 years of expertise, knowledgeable and dedicated customer service professional with extensive experience in the corporate industry. Motivated to maintain customer satisfaction and contribute to company success.
Overview
12
12
years of professional experience
Work History
Operations Specialist
Buransh Technologies Private Limited
02.2023 - Current
- Managed time efficiently, ensuring punctual arrival and smooth execution of all scheduled activities.
- Boosted customer satisfaction, addressing client concerns in timely and professional manner.
- Developed and maintained strong relationships with vendors, ensuring quality service at competitive prices.
- Collected, arranged, and input information into database system.
- Managed inventory control, ensuring optimal levels of stock while minimizing waste and costs.
- Identify and evaluate potential vendors for IT goods and services, develop and maintain strong relationships with existing and potential vendors.
Operations Specialist & Sr. Merchant Support
Noon (Nownow)
11.2020 - 10.2022
- Handling inbound and outbound calls from merchant's and customers to solve their queries related to riders, stores, onboarding, merchant portal, orders, price discrepancies, and content issues
- Resolved customer complaints by effectively managing escalations and addressing concerns in timely manner om email and on calls
- Calling merchants to get update if there is any delay in processing or in shipping orders, and for complaints
- Calling customers to inform them about delay in orders, changes in product, price mismatch, discounts related, content errors, product replacements, refunds, and cancellations
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs. :One call, one resolution
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across team.
- Providing support to team on sub-tasks and to Manager and Supervisor.
Sr Customer Service Representative
Manoj Vaibhav Gems N Jewellers Private Limited
07.2019 - 10.2020
- Delivered world-class customer service in all interactions with customers and representatives
- Ensured superior customer experience by addressing customer concerns
- Handling calls and Live chat support from customers and solving their query
- Demonstrating the Products, Quality of the product, and the cost of product
- Helping customers to purchase the product online
- Generating the Lead and coordinating with sales team
- Handling customer support team.
Sr. Customer Service Representative
First Source Solutions
10.2018 - 07.2019
- Streamlined operations to consistently deliver on targets
- Ensured superior customer experience by addressing customer concern
- Demonstrating empathy and resolving problems quickly and efficiently
- Maintaining Repsat, NPS and TSR scores on monthly basis
- Describing product to customers and accurately explaining features and benefits of the same
- Managing wide variety of customer service and administrative tasks to resolve customer issues
- Helped drive sales goals and achieve monthly target.
Recovery Officer & Collection
Creditors Management Solutions
02.2018 - 09.2018
- Processed payments over phone and set up recurring drafts
- Met demands of busy collections group by performing high volume of daily calls
- Took full ownership for assigned accounts, solving customer problems and providing excellent customer service
- Documented discussions and actions in customer accounts and collections database
- Collaborated with other agents and collections staff to address team goals
- Uploaded data in accordance with company policies, data security protocols and local legislation
- Confirmed payment arrangements and finalised customer payment dates and contact information
- Followed up with customers, leveraging empathetic and transparent communication to offer top-quality assistance
- Tracing customers like not contactable, skip and fraud customer by using good tracing tools & by the help of resources in other agencies
- Reviewed accounts to determine payment plan compliance.
Customer Service & Collection Officer
Tata Business Support Services
11.2016 - 10.2017
- Promoted Jana Lakshmi Financial Services products and services to meet the banking needs of customers
- Guaranteed financial activities adhered to company policy and legislation
- Evaluated complex information relating to insurance markets and credit ratings
- Solving customer queries related saving accounts and current account
- Handling calls for verification purpose
- Calling customers and informing them of their personal loan dues.
Supervisor
Ceragem co. Private Limited
05.2014 - 10.2016
- Developed professional relations with company employees of the organization to enhance trust and reliability
- Handling calls from branch and solving their query
- Handling calls from customers and solving their questions
- Communicating information regarding session and activity
- Maintaining Reports of team monthly
- Selling products by establishing contact, developing business relationship with prospects and recommending solutions.
Executive Assistant
SBI General Insurance
06.2012 - 04.2014
- Handling Quotes (Long-Term Home, Commercial Motors, SME)
- Prepared and reviewed insurance applications to verify compliance with regulations and policy issuance of retail product and corporate products
- Handling GPA (Group Personal Accidental Policy) mails from branch accordingly, reverting them as per their requirement
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Handling GPA endorsement
- Maintaining Reports of team monthly wise
- Having Authority of signature on GPA policy.
- Negotiated favorable terms with underwriters, ensuring optimal coverage at competitive rates for clients.
- Handled confidential and sensitive information with discretion and tact.
- Answered high volume of phone calls and email inquiries.
Education
Certificate of Higher Education - Bachelor of Arts
Mumbai University
Mumbai, India03.2015
Higher Secondary Certificate - Arts
The BSGD's Jr College of Commerce Arts & Science
Mumbai, India04.2012
Secondary School Certificate -
St Andrews Convent School
Mira Road, MH03.2009
Skills
- Operations coordination
- Problem-Solving
- Multitasking
- Time Management
- Self Motivation
- Complaint Handling
- Complaint Investigation
- Customer Service
- Calm and Professional Under Pressure
Languages
English
Hindi
Gujarati
Marathi
Personal Information
Date of Birth: 08/22/93
Timeline
Operations Specialist
Buransh Technologies Private Limited
02.2023 - Current
Operations Specialist & Sr. Merchant Support
Noon (Nownow)
11.2020 - 10.2022
Sr Customer Service Representative
Manoj Vaibhav Gems N Jewellers Private Limited
07.2019 - 10.2020
Sr. Customer Service Representative
First Source Solutions
10.2018 - 07.2019
Recovery Officer & Collection
Creditors Management Solutions
02.2018 - 09.2018
Customer Service & Collection Officer
Tata Business Support Services
11.2016 - 10.2017
Supervisor
Ceragem co. Private Limited
05.2014 - 10.2016
Executive Assistant
SBI General Insurance
06.2012 - 04.2014
Certificate of Higher Education - Bachelor of Arts
Mumbai University
Higher Secondary Certificate - Arts
The BSGD's Jr College of Commerce Arts & Science
Secondary School Certificate -
St Andrews Convent School
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