Sarita Shah
Mumbai
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully worked as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
Work History
Customer Service Level 1
Integreon Managed Solutions Pvt Ltd
Mumbai
2021.07 - Current
- Trained peers in a variety of tasks such as email replies, escalations, feedback management, Slack chat, and calls.
- Effectively managed high volume of customer communication through various channels.
- Managed coordination efforts among different teams and clients.
- Handled a range of inquiries encompassing billing, disputes, quality assurance, and feedback.
- Assisted team members with PowerPoint queries and sought clarification when needed.
- Provided project estimations.
Knowledge Engineer
Accenture Solutions Pvt Ltd
Mumbai
2020.03 - 2021.07
- Managed incoming Chats and Calls effectively.
- Resolved customer inquiries regarding bill details and additional service charges, including transactions made through Google Play Store.
- Performed basic phone troubleshooting activities such as password reset and account registration.
- Enhanced customer satisfaction by promoting Loyalty products and delivering high-quality services.
- Promoted from Level 2 to Level 1.
- Consistently placed in the top 10 performers throughout training period.
Operations Executive (Technical Support)
Allstate
Mumbai
2019.11 - 2020.03
- Resolved queries by efficiently handling incoming calls
- Provided support for password reset, registration for VIP app, and unlocked accounts.
Senior Executive-Customer Service (Webchat)
Capita India Pvt Ltd
Mumbai
2016.09 - 2019.08
- Efficiently manage incoming calls and chats.
- Provided assistance and clarification regarding bill explanation and service charges.
- Enhanced sales by effectively promoting loyalty programs and delivering top-quality services to customers.
- Achieved promotion to Guru/Repairs team where I excelled in resolving billing issues while also assisting customers with prepay inquiries as well as providing advanced technical support related to phone operations including network connections,
Wi-Fi troubleshooting techniques, personal hotspot setup procedures,
email account establishment instructions
and additional device customization options. - Facilitated customer repair bookings through online chat platform.
Consultant
Sutherland Global Services
Mumbai
2016.01 - 2016.02
- Produced drafts and emails of various types
- Conducted outbound calls to customers regarding product availability, replacement, cancellation, and refunds.
- Contacted florists to verify product availability or find alternatives.
Administrative Assistant
Simar Fashions
Mumbai
2010.04 - 2015.10
- Effectively managed scheduling and coordination of supervisor's meetings, appointments, and travel arrangements.
- Managed and instructed a team of 3 administrative assistants amidst company expansion.
- Managed procurement and inventory control of office supplies while adhering to budget constraints.
- Maintained confidentiality when addressing sensitive issues.
- Managed travel, expense, and account reports for the company.
Education
B.COM -
University of Mumbai
01.2005
Skills
- Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Working effectively unsupervised and quickly mastering new skills.
- Good in Email/Chat/Call Communication.
- Patience, tenacity, technical knowledge about system hardware, software and various smart phones, Handling various projects.
- Open to new ideas, Active listener, Keen Observer, Quick learner, Teamwork, Time management, Multitasker.
Personal Information
Date of Birth: 06/25/84
Languages
English
First Language
English
Elementary (A2)
A2
Hindi
Elementary (A2)
A2
Marathi
Beginner
A1
Gujarati
Elementary (A2)
A2
Timeline
Customer Service Level 1
Integreon Managed Solutions Pvt Ltd
2021.07 - Current
Knowledge Engineer
Accenture Solutions Pvt Ltd
2020.03 - 2021.07
Operations Executive (Technical Support)
Allstate
2019.11 - 2020.03
Senior Executive-Customer Service (Webchat)
Capita India Pvt Ltd
2016.09 - 2019.08
Consultant
Sutherland Global Services
2016.01 - 2016.02
Administrative Assistant
Simar Fashions
2010.04 - 2015.10
B.COM -
University of Mumbai
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