Rukmini Kumari
New Delhi
Summary
Accommodating Customer Support Specialist with documented history of exceeding customer and patron expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions. Ambitious and bilingual customer service professional with expertise in various industries. Hoping to utilize a background in exemplary interaction, problem resolution and efficient research in a Customer Service Executive role.
Overview
4
4
years of professional experience
Work History
Customer Service Executive
Trackon courier Pvt.Ltd.
New Delhi
04.2020 - Current
- Provided prompt and courteous service to customers via phone, email, and chat.
- Resolved customer complaints in a timely manner while maintaining professional attitude.
- Maintained accurate records of customer interactions, transactions and comments in the database system.
- Assisted with customer inquiries related to product information, order status, returns and exchanges, billing issues and more.
- Identified opportunities for process improvement within the customer service department.
- Collaborated with other departments to ensure customer satisfaction.
- Performed follow-up calls to customers regarding their inquiries or orders.
- Developed strong relationships with customers by providing knowledgeable advice on products and services.
- Monitored customer feedback regularly to identify areas for improvement in services offered.
- Tracked customer complaints and followed up to ensure resolution was achieved.
- Ensured that all customer queries were handled quickly and professionally.
- Prepared detailed reports of daily activities for management review.
- Responded promptly to emails sent by customers seeking assistance.
- Communicated effectively with team members to ensure timely response times for customers.
- Liaised between the company and its partners in order to provide better service.
- Participated actively in weekly meetings held by the Customer Service Manager.
- Actively sought out ways to improve operational efficiency within the team environment.
- Generated ideas for improving workflows across the organization's various teams.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Consulted with customers regarding needs and addressed concerns.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Trained and motivated team members to strengthen customer service strategies and boost satisfaction levels.
- Contacted Manager immediately when issues required escalation to avoid lost revenue.
Education
Bachelor of Science - Zoology
Womens College Samastipur
Samastipur07-2021
Intermediate (10+2) - Biology
B R S M College
Pusa, Samastipur04-2018
Skills
- Payment management
- Account Management
- Customer Relationship Management
- Customer Needs Assessment
- Queue management
- Team training and development
- Complaint Handling
- Call Control
- Shipping coordination
- Customer queries
- Team Collaboration
- Shipment Tracking
- Customer Engagement
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Timeline
Customer Service Executive
Trackon courier Pvt.Ltd.
04.2020 - Current
Bachelor of Science - Zoology
Womens College Samastipur
Intermediate (10+2) - Biology
B R S M College
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