Shraddha Sharma
Pune
Summary
Result-oriented professional with experience In Payroll & Customer Support function. Customer service professional with solid experience managing customer inquiries, resolving complaints, and improving client satisfaction. Strong communication skills, adept at problem-solving, and proficient in using CRM software to track and manage customer interactions. Proven ability to work in fast-paced environments, ensuring efficient and timely responses to customer needs.
Overview
6
6
years of professional experience
Work History
Customer Care Executive
Tech Mahindra
Pune
07.2024 - Current
- Addressed complex customer complaints transferred by the team, skilfully solving in an efficient and effective manner to maintain customer satisfaction
- Took ownership of enquiries, effectively handling any customer issues to ensure suitable resolutions for customers
- Communicated with clients to obtain a better understanding of needs and make recommendations on appropriate products
- Kept customers accurate and updated information stored on [System] CRM, for organisational, sales and customer care purposes
- Maintained extensive knowledge of product range to effectively answer employee and customer queries on product specifications
- Coordinated with internal departments to resolve customer issues, facilitating seamless communication
- Delivered exceptional customer service, responding promptly to enquiries via phone, email, and live chat
- Developed and implemented customer service policies and procedures to enhance service delivery
- Mainly products based NBN broadband services, 5G Home internet connection, NBN assurance
- Connections and disconnections, relocation of broadband, network troubleshooting and billing disputes
Fraud and Risk Analyst
Full potential Solutions
Pune
03.2023 - 05.2024
- Analysed transactional data to identify fraudulent activities, reducing financial losses for the company
- Assessed the effectiveness of fraud detection tools and recommended technological advancements
- Conducted thorough investigations into suspicious account activities, safeguarding customer information
- Analysed chargeback claims to determine validity and prevent unwarranted financial losses
- Monitored transactions in real-time to immediately address and resolve suspicious activities
- Collaborated with cross-functional teams to establish anti-fraud strategies and policies
- Utilised advanced analytics to monitor and evaluate risks associated with new and existing products
- Negotiated with software vendors to procure cutting-edge fraud detection solutions
Payroll Care Executive
Task us India Pvt. Ltd
Indore
03.2020 - 03.2021
- Responded to payroll-related enquiries as Payroll Care Executive
- Ensuring smooth and effective payroll transactions
- Calculating bonuses and allowances for employees
- Collecting daily, weekly, or monthly employee work timesheets
- Compiled daily expense and voucher audit reports for employee transactions
- Transaction audit and publishing daily reports to the administration with date and time and signature
- Formed and sustained strategic relationships with clients
- Delivered high level of service to customers in effort to build upon future relationships
Customer Care Executive
Teleperformance
Indore
08.2018 - 09.2019
- Worked as Customer Care Executive in Customer Support team
- Addressed complex customer complaints transferred by the team, skilfully solving in an efficient and effective manner to maintain customer satisfaction
- Took ownership of enquiries, effectively handling any customer issues to ensure suitable resolutions for customers
- Communicated with clients to obtain a better understanding of needs and make recommendations on appropriate products
- Kept customers accurate and updated information stored on [System] CRM, for organisational, sales and customer care purposes
- Effectively managed customer complaints, providing smart solutions or escalating to management
- Ensured positive customer experience was maintained by monitoring through introduction and customer care calls
Education
Bachelor of Commerce (B'COM) - Accounts & Taxation
Calcutta University
Calcutta01.2016
Skills
- SAP SD Productions
- Microsoft Applications
- Excel
- Word
- PowerPoint
- Advance Excel
- VBA
- Tally ERP9
- High-radius CRM
- Salesforce
- Call monitoring and analysis
- Complaint handling
Hobbies and Interests
- Music
- Driving
- Writing
Languages
- English, First Language
- Tamil, C1 Advanced
- Hindi, C1 Advanced
- Bengali, B1 Intermediate
- Marathi, C1 Advanced
Timeline
Customer Care Executive
Tech Mahindra
07.2024 - Current
Fraud and Risk Analyst
Full potential Solutions
03.2023 - 05.2024
Payroll Care Executive
Task us India Pvt. Ltd
03.2020 - 03.2021
Customer Care Executive
Teleperformance
08.2018 - 09.2019
Bachelor of Commerce (B'COM) - Accounts & Taxation
Calcutta University