Sandhya Dubey
Senior Operation Executive
Bengaluru
Summary
Experienced CSA and Senior Operation Executive with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs like Centrix and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
5
5
years of professional experience
3
3
Languages
Work History
Customer Service Associate
Ebix Cash Global Services Private Limited
02.2021 - 04.2022
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Managed high call volume with exceptional time management skills, minimizing wait times for customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
Customer Operation Executive
Magus Customer Dialog Private Limited
12.2018 - 01.2021
- Delivered consistently high-quality customer service experiences by driving adherence to best practices throughout all aspects of operation management.
- Adapted communication style to suit diverse customer preferences, ensuring a comfortable and productive interaction for all parties involved.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained accurate records of all customer interactions, enabling better tracking of issues and resolutions over time.
- Provided high-level telephone and e-support by assisting clients with questions concerning product specifications, cost, billing and technology issues.
- Educated customers about billing, payment processing and support policies and procedures.
- Identified complications requiring further research and escalated to appropriate department or management.
- Boosted customer satisfaction by addressing and resolving complaints in a timely manner.
Senior Operation Executive
Aegis Customer Support Services Private Limited
06.2017 - 09.2018
- Managed cross-functional teams to achieve project goals on time and within budget constraints.
- Fostered a culture of continuous improvement by encouraging employees to identify opportunities for process optimization and providing necessary support for implementation efforts.
- Championed staff development through personalized training plans focused on skill-building programs tailored specifically for individual needs.
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
- Trained and guided team members to maintain high productivity and performance metrics.
- Established effective communication channels between departments, fostering collaboration and teamwork.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Ensured strict compliance with industry regulations through diligent monitoring and timely updates to policies and procedures.
Education
Bachelor of Arts - English Language And Literature
Sikkim Manipal University
Bengaluru, India 04.2001 -
Bachelor of Business Management - Marketing Management And Research
City College
Bengaluru, India 04.2001 -
Pre University - History, Economics, Business Studies, Accountancy
Krupanidhi Pre University College
Bengaluru, India 04.2001 -
SSLC -
SRS English High School
Bengaluru, India 04.2001 -
Skills
- Inbound and Outbound Call Management
- Complaint Investigation and Resolution
- Call Center Operations
- Calm and Professional Under Pressure
- Customer Complaint Resolution
- Analytical Skills
- Interpersonal Communication
- Multitasking Abilities
- Order Processing
- Microsoft Office
Accomplishments
Certificate of Excellence as Star Performer for Outstanding Performance and Lasting Contribution to JIO || AEGIS
Hobbies
- Singing
- Dancing
- Reading
Declaration
I Sandhya Dubey, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.
Timeline
Customer Service Associate
Ebix Cash Global Services Private Limited
02.2021 - 04.2022
Customer Operation Executive
Magus Customer Dialog Private Limited
12.2018 - 01.2021
Senior Operation Executive
Aegis Customer Support Services Private Limited
06.2017 - 09.2018
Bachelor of Arts - English Language And Literature
Sikkim Manipal University
04.2001 -
Bachelor of Business Management - Marketing Management And Research
City College
04.2001 -
Pre University - History, Economics, Business Studies, Accountancy
Krupanidhi Pre University College
04.2001 -
SSLC -
SRS English High School
04.2001 -
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