SAYANTANI BANERJEE
NEW DELHI
Summary
Successful customer care professional with 17 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
Work History
Sr. costumer care profession
AMERICAN EXPRESS
12.2019 - Current
- Assisted chat-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Sought ways to improve processes and services provided.
- Educated customers about billing, payment processing and support policies and procedures.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Identified and resolved discrepancies and errors in customer accounts.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Trained new personnel regarding company operations, policies and services.
- Promptly responded to inquiries and requests from prospective customers.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Investigated and resolved accounting, service and delivery concerns.
- Managed timely and effective replacement of damaged or missing products.
- Created and maintained detailed database to develop promotional sales.
- Responded proactively and positively to rapid change.
- Increased efficiency and team productivity by promoting operational best practices.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Maintained up-to-date knowledge of product and service changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Cross-trained and provided backup support for organizational leadership.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained and backed up other customer service managers.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
Sr. practitioner
CONCENTRIX DAKSH BUSINESS PROCESS SERVICE PVT.LTD.
02.2017 - 12.2019
- Resolved customer complaints, managed incoming chats, identified customer needs, assisted with orders and refunds.
Team Member
FIS GLOBAL BUSINESS SOLUTIONS INDIA PVT,LTD.
01.2016 - 01.2017
- Handled inbound queries, looked after refund and re-shipment process.
Senior Technical Support Engineer
IBM INDIA PVT.LTD.
07.2009 - 12.2015
- Resolved customer queries, coordinated with teams, logged and kept records of queries, diagnosed and solved hardware/software faults.
Customer Service Excecutive
Overnite Express Ltd.
04.2007 - 07.2009
- Handled all major client queries and issues, generated reports, handled wrong delivery and lost cases.
Education
Skills
Customer Segmentation
- Service Level Agreements
- Complaint Handling
- Exceptional communication
- Key Performance Indicators
- Escalation management
- Email management
- First Call resolution
- Client Retention Strategies
- Live chat support
- Customer Service
- Payment Processing
- Senior leadership support
- Product Education
- Strong leadership
Languages
Hindi, English, Bengali
Keyskillsandachievements
- Analytical Thinking, Conceptual Clarity and Quick Learner.
- Energetic, Passionate and Dynamic.
- Responsible, Loyal and Discreet.
Profilerequirement
Email & Chat Process
Disclaimer
I Hereby Declare That All Above Mentioned Information Is Correct Up To My Knowledge And I Bear The Responsibility For The Correctness of The Above Mentioned Particulars.
Personal Information
- Husband's Name: Rahul Chandra Juyal
- Date of Birth: 04/24/1983
- Gender: Female
- Nationality: Indian
- Marital Status: Married
- Religion: Hindi
Singing
My hobby is Singing and I just love to sing at every possible chance that I could. From my childhood, I used to love songs and I used to listen to many different kinds of songs. Then I started picking up on the lyrics. I just fell in love with music each time I learnt something new. I have attended so many functions in my office.
Timeline
Sr. costumer care profession
AMERICAN EXPRESS
12.2019 - Current
Sr. practitioner
CONCENTRIX DAKSH BUSINESS PROCESS SERVICE PVT.LTD.
02.2017 - 12.2019
Team Member
FIS GLOBAL BUSINESS SOLUTIONS INDIA PVT,LTD.
01.2016 - 01.2017
Senior Technical Support Engineer
IBM INDIA PVT.LTD.
07.2009 - 12.2015
Customer Service Excecutive
Overnite Express Ltd.
04.2007 - 07.2009
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