Summary
Overview
Work History
Education
Skills
Timeline
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Shweta Thakur

Delhi

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Overview

8
8
years of professional experience

Work History

Lead Operations Associate

Concentrix
12.2019 - Current
  • Acted as Subject Matter Expert for Citibank, leveraging 2 years of expertise to provide in-depth support and guidance to both customers and team members.
  • Trained and mentored new team members as Team Leader Trainee for 1 year, focusing on enhancing soft skills, product knowledge, and procedural understanding.
  • Led a team of 15 agents as Team Leader Trainee, fostering a collaborative environment and achieving top team status.
  • Fostered customer-centric culture within team by consistently reinforcing importance of empathy, understanding, and patience in all interactions with clients.
  • Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and company alike.
  • Conducted training sessions for Customer Service Representatives on various aspects of job including soft skills development, product knowledge enhancement, and procedural updates.
  • Exceeded performance metrics consistently, earning recognition as top performer within the team.

Client Account Executive

Indusind Bank
01.2017 - 11.2019
  • Worked closely with project managers to ensure timely delivery of products or services aligned with client expectations.
  • Increased client satisfaction by promptly addressing issues, resolving conflicts, and delivering tailored solutions.
  • Developed comprehensive knowledge of product offerings to provide expert guidance to clients in selecting appropriate solutions.
  • Consistently achieved and exceeded sales targets by maintaining strong pipeline of prospective clients and diligently following up on leads.

Education

B.com Hons -

Janki Devi Memorial
New Delhi
04.2001 -

High School Diploma -

Govt Girls Sr. Secondary School
New Delhi
04.2001 -

Skills

    Clear and concise messaging

    Empathy and understanding

    Basic computer skills

    Dedication to customer satisfaction

    Prioritizing tasks efficiently

    Managing various communication channels (phone, email, chat)

Timeline

Lead Operations Associate

Concentrix
12.2019 - Current

Client Account Executive

Indusind Bank
01.2017 - 11.2019

B.com Hons -

Janki Devi Memorial
04.2001 -

High School Diploma -

Govt Girls Sr. Secondary School
04.2001 -

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Shweta Thakur