Samantha Franklin
Summary
Focused customer service professional dedicated to meeting and exceeding customer expectations by delivering industry-leading support. Skilled in handling inbound and outbound calls, online requests and emails with good problem-solving, multitasking, research abilities,handling customer complaints and concerns. Strong organizational, management, and interpersonal skills.
Overview
4
4
years of professional experience
Work History
Customer Care Specialist
Admiral solutions EUI LTD
Gurugram
01.2023 - Current
- Act as a first point of contact for clients seeking assistance with vehicle, home, pet, and travel insurance inquiries, offering personalized guidance.
- Handle customer complaints efficiently, offering solutions that lead to high satisfaction levels and successful retention.
- Create and process new insurance policies for a diverse range of clients, ensuring proper coverage and compliance with company policies.
- Manage mid-term policy changes, such as coverage adjustments, address changes, and adding or removing vehicles and pets.
- Process policy cancellations professionally, attempting to resolve customer concerns and retain clients through alternative solutions or upgraded coverage.
- Upsell additional products, such as bundling insurance policies, offering riders, and recommending premium services based on client needs, contributing to increase in company sales revenue.
- Educate clients on available add-ons or coverage extensions, increasing client satisfaction and policyholder retention.
- Utilize CRM systems to track customer interactions, monitor claims status, and document all communication for future reference.
- Achieved customer satisfaction scores of [100]% through excellent service, complaint resolution, and attention to detail.
Customer Service Representative
sitel pvt ltd
Gurugram
06.2021 - 12.2022
- Provide exceptional customer service by assisting clients with their luxury product inquiries, ensuring a high-end shopping experience both online and in-store.
- Handle customer complaints related to orders, offering quick and effective resolutions that uphold the brand’s image.
- Assist customers in placing orders, adding items to their carts, and ensuring accurate checkout processes, often guiding them through complex order configurations.
- Manage order cancellations and returns, following company protocols and ensuring customer satisfaction.
- Trained new staff on company protocols for customer service, upselling strategies, and effective complaint resolution techniques.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed positive relationships with customers through friendly interactions.
Education
Bachelor of Arts - History
Jesus And Mary College, Delhi University
Delhi 04-2020
12 Cbse Board - Arts
Lal Bahadur Shastri Sr Sec School
04-2017
Skills
- Multi-tasking in Fast-Paced Environments
- Upselling & Cross-Selling Insurance Products
- CRM & Claims Management Software
- Insurance Compliance & Regulatory Knowledge
- Time Management
- Customer Retention Strategies
- Strong Communication & Interpersonal Skills
- Attention to Detail & Problem Solving
- Adaptability and flexibility
Languages
English
Proficient
C2
Timeline
Customer Care Specialist
Admiral solutions EUI LTD
01.2023 - Current
Customer Service Representative
sitel pvt ltd
06.2021 - 12.2022
Bachelor of Arts - History
Jesus And Mary College, Delhi University
12 Cbse Board - Arts
Lal Bahadur Shastri Sr Sec School