Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
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PALLAVI KUMARI

PALLAVI KUMARI

Senior Customer Care Executive
Gurgaon,HR

Summary

Proven Senior Customer Care Executive with a track record of enhancing customer satisfaction and retention at American Express through exceptional communication and conflict management. Spearheaded initiatives reducing call handling times and escalated case resolutions, demonstrating top-tier skills in escalation handling and SOP writing. Recognized for mentoring teams towards peak performance, embodying leadership and operational excellence.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Senior Customer Care Executive

Capgemini
08.2022 - 06.2024
  • Exceeded performance targets consistently, earning recognition as a top performer within the department.
  • Developed strong relationships with clients, leading to repeat business and referrals.
  • Mentored junior team members, improving overall team performance and cohesiveness.
  • Leveraged CRM systems to effectively track client interactions and maintain accurate records of communication history.
  • Managed a diverse range of escalated cases, ensuring resolution according to company guidelines and policies.
  • Achieved high levels of customer retention through personalized attention and exceptional service.

Senior Customer Care Executive

Compunnel
12.2020 - 06.2022
  • Served as an escalation point for high-priority or sensitive cases, ensuring timely resolution and increased client satisfaction levels.
  • Ensured adherence to industry regulations while maintaining a high level of confidentiality when dealing with sensitive customer information.
  • Streamlined internal processes for improved efficiency and quicker response times to customer inquiries.
  • Reduced average call handling time by implementing efficient troubleshooting techniques.
  • Implemented new technology solutions to enhance the overall efficiency of customer support operations.
  • Conducted regular performance reviews, providing constructive feedback and coaching for the development of team members.

Senior Customer Care Executive

American Express
08.2014 - 08.2017
  • Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Communicated with customers to identify needs and expectations.
  • Reduced customer complaints with proactive issue identification and resolution strategies.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Resolved concerns with products or services to help with retention and drive sales.
  • Took ownership of customers issues to follow problems through to resolution.
  • Promoted teamwork within the department by sharing knowledge, offering guidance, and collaborating on initiatives aimed at enhancing service quality.

Education

Bachelor of Arts - English Language And Literature

Sam Higginbottom University
Prayagraj
04.2001 -

12th -

Sunriseville Sr. Sec. School
Noida, India
04.2001 -

10th -

Sunriseville Sr. Sec. School
Noida, India
04.2001 -

Skills

Call Center Operations

Escalation management

SOP Writing

Conflict Management

Call Control

Exceptional communication

Escalation Handling

Complaint Handling

Languages

Hindi
Advanced (C1)
English
Advanced (C1)

Certification

Computer Skills

Timeline

Senior Customer Care Executive

Capgemini
08.2022 - 06.2024

Senior Customer Care Executive

Compunnel
12.2020 - 06.2022

Senior Customer Care Executive

American Express
08.2014 - 08.2017

Computer Skills

06-2014

Bachelor of Arts - English Language And Literature

Sam Higginbottom University
04.2001 -

12th -

Sunriseville Sr. Sec. School
04.2001 -

10th -

Sunriseville Sr. Sec. School
04.2001 -

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PALLAVI KUMARISenior Customer Care Executive