Sapna Singh Chauhan
Experiences in Customer Service and Management
Tilak Nagar
Summary
Dedicated and results-driven customer service professional with 13 years of extensive experience seeking a challenging role where can leverage proven expertise in delivering exceptional customer experiences. Aspiring to contribute strong communication skills, problem-solving abilities, and leadership acumen to a dynamic team environment, driving customer satisfaction, and organizational success. Passionate about utilizing diverse skill set to foster positive customer relationships, optimize processes, and exceed performance goals in alignment with company objectives.
With over a decade of dedicated service in the realm of customer satisfaction, bring a wealth of experience, expertise, and a passion for delivering unparalleled customer experiences.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
Work History
RES Specialist
Gartner
10.2019
- Research Engagement Services (RES) Specialists provide world-class service, Successful Specialists demonstrate a passion for client service, strong problem-solving skills, and a willingness to learn with a high degree of perseverance and drive to succeed
- Being In the role of RES Specialist, it is required to work around our clients most pressing technology and business-related questions and problems
- Complete 16+ client requests or inquires daily, utilizing phone and email systems
- Building strong relationships with Gartner’s Research Analyst community to ensure clients receive coordinated and seamless support
- Provide an exceptional customer service experience for internal & external clients
- Collaborate with peers to identify Gartner Research and Resources that support client’s requests
- Continually stay abreast of new research and content areas, working towards becoming a subject matter expert
- Engaging directly with clients, prospects, and vendors to coordinate requests with Gartner Research & Advisory Experts
- Act as a liaison between internal and external Clients and the Gartner Expert community to problem solve.
Business Analyst
Barclays
09.2012 - 06.2019
- Worked with Barclays Since Sep 2012-June 2019 in (internet Help desk)
- Joined Barclays as Business Analyst and been promoted to handle Escalation desk
- Job Role Defines to carry out daily Operational Activities
- To ensure regular adherence of Telephonic Stats
- To ensure Healthy and Qualitative interactions with the customers
- To the End resolutions to all related Types of Complaints
- Awarded Twice for Stellar Awards and Consistent NPS gainer for the Quarter
- Recently Moved to Escalation desk wherein handling Second Level Customer Complaints
- Job Roles Defines Coordination with interdepartmental for Customer Redressal of complaints with true transparency
- Also involved in regular Filing of Monitoring’s of the team.
Inbound contact centre
Intelenet global solutions Solution
- Joined Intelenet global solutions Solution in 2009-2012 Inbound contact centre of Vodafone
- Handling a team of 26 including one team leader and one SME
- Handling Escalation Calls (Client/Nodal and Appellate)
- Floor Management
- Organized Training based on the process requirements
- Takes Quality Training
- Ensured quality of the services in terms of quality, quantity, average handling and other parameters
- Meeting Process SLA To achieve required revenue and to cover up process leakage
- Managing Staffing Peak and non-peak hours and action by planning more scheduling in real time and daily basis
- Additional Responsibility Managing Transition Process in terms of Team Lead Performance
- The Process is to bring attention towards the nurturing of the new agents handed over to Operations from the training team which will be a partially a part of operations
- Work with support departments to ensure staffing strategies are effectively executed.
Education
Bachelor of Arts -
Vinayak Mission University
Sikkim 01.2015 - 01.2018
Skills
Exceptional communication skills honed through years of direct interaction with diverse clientele
Proven ability to resolve complex issues and mitigate conflicts, ensuring positive outcomes for both customers and the business
Adept at fostering strong customer relationships through empathy, active listening, and personalized assistance
Skilled in navigating various customer service platforms and technologies to streamline processes and enhance efficiency
Strong leadership capabilities demonstrated through team collaboration, mentoring, and driving initiatives to improve service delivery
Customer Service
Schedule oversight
Technical Qualifications
- B.Com from Vinayak Mission university(2015)
- Pursued B.C.A from Indira Gandhi National Open University (IGNOU), New Delhi in 2003.
- Done Metric and secondary level education in 2000 from KV school at Delhi Cantt.
Personal Information
Nationality: Indian
Languages
English
Hindi
Timeline
RES Specialist
Gartner
10.2019
Bachelor of Arts -
Vinayak Mission University
01.2015 - 01.2018
Business Analyst
Barclays
09.2012 - 06.2019
Inbound contact centre
Intelenet global solutions Solution