Smita Pol
Customer Service Specialist
Pune
Summary
- Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities.
- Committed to maintaining professional relationships to increase profitability and drive business results.
- Driven customer service professional with experience as primary point of escalation for high-level client questions, needs, wants and complaints.
- Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions.
- Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Senior Customer Service Executive
Capita India Private limited
7 2022 - 04.2024
- Described product and service details to customers to provide information on benefits and advantages.
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Developed working relationships with internal and external customers while assisting with account management duties.
- Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
- Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
- Maintained customer account information database by canceling and updating customer accounts.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes
Customer Service Associate- Travel
WNS
12.2019 - 03.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Developed and actualized customer service initiatives to decrease wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer calls and emails to answer questions about products and services.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
High School Diploma -
St Clares Girls High School
Pune 06.2016 - 03.2017
Bachelor of Commerce - Accounting And Business Management
St Vincent's College of Commerce
Pune 06.2018 - 06.2021
Skills
- Superior customer service
Customer Satisfaction
Communications skills
Ability to multitask
Product Knowledge
Superior customer service
Timeline
Customer Service Associate- Travel
WNS
12.2019 - 03.2022
Bachelor of Commerce - Accounting And Business Management
St Vincent's College of Commerce
06.2018 - 06.2021
High School Diploma -
St Clares Girls High School
06.2016 - 03.2017
Senior Customer Service Executive
Capita India Private limited
7 2022 - 04.2024
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