Sanika Gaikwad
Pune
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
4
4
years of professional experience
Work History
Senior Customer Service Executive
Capita India
Pune
03.2023 - 08.2023
- Assisted customers with questions and resolution of issues to maintain high satisfaction ratings.
- Maintained up-to-date knowledge of company products and services to provide accurate information to customers.
- Monitored incoming calls and emails from customers to ensure quality standards were met.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Strengthened customer retention by offering discount options.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Assistant Service Manager
Mobitech Creations
Pune
06.2019 - 10.2021
- Resolved escalated customer complaints in a timely manner while keeping customers informed throughout process.
- Assisted in developing service strategies and budgets to meet customer satisfaction goals.
- Created training plans for new employees entering the service department.
- Developed procedures for documenting customer complaints, tracking resolution efforts, and providing follow-up communication.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Bachelor of Arts -
Nowrosjee Wadia College of Arts And Science
Pune04-2022
Skills
- Employee training and orientation
- Database Management
- Process Improvement
- Team Training
- Customer Service
- Quality Control Analysis
- De-Escalation Techniques
- Business development understanding
- Excellent Communication
- Problem-solving aptitude
- Decision-Making
- Analytical Skills
- Customer Relationship Management (CRM)
- Organizational Skills
- Administrative and Office Support
Languages
English
Proficient
C2
Hindi
Proficient
C2
Marathi
Proficient
C2
Timeline
Senior Customer Service Executive
Capita India
03.2023 - 08.2023
Assistant Service Manager
Mobitech Creations
06.2019 - 10.2021
Bachelor of Arts -
Nowrosjee Wadia College of Arts And Science