SHRABANI CHATTERJEE
JH
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. My adeptness of Amedeus, coupled with a keen ability to improve processes, significantly contributed to positive customer relationships and performance metrics.
Overview
2
2
years of professional experience
Work History
Senior Customer Care Associate
Concentrix Daksh
Ranchi
04.2022 - Current
- Developed comprehensive knowledge of customer service protocols, policies and procedures.
- Managed high-volume inbound calls while maintaining exceptional service quality and professionalism.
- Generated weekly performance metrics related to key performance indicators.
- Monitored industry news sources regularly in order to stay informed about changes that could affect customers' need.
- Implemented innovative solutions for addressing difficult or challenging situations.
- Established positive relationships with customers through effective communication method .
- Clarify customers requirements.
- Conduced regular follow up calls with customers to confirm satisfactory resolution of their concerns.
- Handled backoffice works and out bound calls .
- Utilized strong problem solving skills to resolve escalated customer issues.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
- Worked in multiple processes and LOBS.
- Delivered exceptional support during peak seasons, managing increased call volumes without compromising on service quality or efficiency.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues effectively.
- Mentored junior associates, fostering a supportive work environment and promoting professional growth.
- Reduced call escalations by proactively addressing concerns and offering effective solutions before the need arose for higher-level intervention.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
Education
Master of Arts - English Literature
Binod Bihari Mahato Koyalanchal University
Dhanbad, India07.2019
Skills
- Exceptional communication
- Complaint Handling
- Email Etiquette
- Customer Service
- First Call resolution
- Teamwork and Collaboration
- Computer Skills
- Understanding Customer Needs
- Calm Under Pressure
- Amadeus
- Galileo GDS
- Basic Excel
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Bengali
Bilingual or Proficient (C2)
Timeline
Senior Customer Care Associate
Concentrix Daksh
04.2022 - Current
Master of Arts - English Literature
Binod Bihari Mahato Koyalanchal University