Shipra Kumari
Pune
Summary
Detailed Client Service Associate known for having great organizational skills. Gifted at working with all types of customers. Looking for a new role where hard work and dedication will be highly valued.
Experience includes handling customer inquiries, managing office operations, and coordinating team activities. Strengths lie in problem-solving abilities, communication skills, and adaptability. Previous roles have seen improvement in operational efficiency and client satisfaction through proactive support efforts. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
6
6
years of professional experience
Work History
Chat Support Officer
CITIBANK
Pune
01.2021 - Current
- Providing North American customers with top-notch customer service through chat, including all the activity within the scope of banking and resolving all the queries related to APR, fees, credit limits, and rewards on the card. Help in resolving the waiver of financial charges and reward redemption.
- Handled escalated customer complaints promptly and professionally.
- Provide diligent work and customer support while adhering to Citi's policies, business practices, and compliance.
- Resolved complex and escalated support issues.
- Resolved customer queries in a timely manner.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Senior Customer Service Associate
Wipro BPS
Kolkata
11.2018 - 01.2021
- Handling the queries related to hospital claims and authorization approval. Resolve any queries related to pending cases, or void checks.
- Effectively using the Citrix system, tools, and processes to measure, monitor, manage, and maintain the backlog orders, and to initiate the organization.
- To escalate the issue regarding the surgery notification to the next level of every department, in order to get accurate results in the desired timeframe.
- • Adhere to Wipro and UHG business practices, and their compliance rules and regulations.
- Provided training and guidance for junior customer service associates when needed.
Education
Bachelor of Commerce - Financial Accounting
Jogamaya Devi College
Kolkata06-2018
High School Diploma -
SKP Vidya Vihar
Bhagalpur06-2012
Skills
- Client service
- Verbal and written communication
- Customer service understanding
- Flexible schedule
- Regulatory compliance
- Training and mentoring
- Customer service expertise
- Problem-solving
Accomplishments
- Achieved a top 20 ranking in metrics performance for the first quarter
- Achieved top 10 ranking in stacks multiple times; awarded for highest survey counts for the project and recognized as Quarter 2 Best Agent.
Languages
Hindi
First Language
English
Proficient (C2)
C2
Affiliations
- Actively participating in Employee Engagement Program
- Contributed to various painting and art projects; actively participated in RnR events
Timeline
Chat Support Officer
CITIBANK
01.2021 - Current
Senior Customer Service Associate
Wipro BPS
11.2018 - 01.2021
Bachelor of Commerce - Financial Accounting
Jogamaya Devi College
High School Diploma -
SKP Vidya Vihar