Summary
Overview
Work History
Education
Skills
Work Availability
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Smita Chaskar

Customer Relation Advisor
Pune

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

5
5
years of professional experience
3
3
years of post-secondary education

Work History

Customer Relationship Associate

Tech Mahindra
Pune
10.2022 - Current
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Tracked customer service cases and updated service software with customer information.
  • Monitored customer conversations and provided timely, knowledgeable assistance.
  • Trained new team members on live chat procedures and customer service protocols.
  • Remedied issues quickly and within parameters of company-mandated policies and procedures.
  • Answered constant flow of customer chats with minimal wait times

Senior Process Executive/ Trainer

Cognizant
Pune
09.2021 - 08.2022
  • Provided coaching and mentoring to employees.
  • Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
  • Developed and executed performance management programs to increase employee engagement and productivity.
  • Developed and implemented successful onboarding program.
  • Generated reports to track performance and analyze trends.
  • Communicated with clients and prospects using correct branding and terminology and confirmed clear customer comprehension.
  • Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
  • Generated monthly metric reports, interpreted results and developed processes and solutions

Process Executive/Process Trainer

Infosys
Pune
07.2019 - 02.2021
  • Developed new and improved training programs to fit underserved areas.
  • Delivered robust training courses via classroom and e-learning programs.
  • Created unique materials to support training programs.
  • Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
  • Designed and delivered web-based, self-directed learning materials.
  • Strategized and implemented email personalization and dynamic content.
  • Deployed problem solving, analytics and intuitive skills and offered productive solutions that met customer needs.
  • Researched customer inquiries using modern technology and proactively improved internal processes.
  • Prepared accurate documents for customer and business needs

Research Analyst

Wipro
Pune
07.2018 - 07.2019
  • Used varied statistical and data analysis techniques to draw conclusions from research.
  • Created and maintained database to store research data.
  • Prepared detailed reports summarizing research findings and recommendations for further action.
  • Stayed up-to-date with industry trends and developments to conduct relevant and valuable research.
  • Identified and implemented correct solutions to client issues first-time around within established time limits.
  • Managed and responded to team-leading volume of support tickets and chats submitted via email and through support portal.
  • Analyzed statistical data using both modern and traditional methods

Education

Bachelor of Arts - English Literature

University of Pune
Pune
06.2015 - 07.2018

Skills

    Complaint resolution

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
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Quote

Fact explains nothing. On the contrary, it is fact that requires explanation.
Marilynne Robinson

Timeline

Customer Relationship Associate

Tech Mahindra
10.2022 - Current

Senior Process Executive/ Trainer

Cognizant
09.2021 - 08.2022

Process Executive/Process Trainer

Infosys
07.2019 - 02.2021

Research Analyst

Wipro
07.2018 - 07.2019

Bachelor of Arts - English Literature

University of Pune
06.2015 - 07.2018

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Smita ChaskarCustomer Relation Advisor