Sneha Poyyara
Mumbai
Summary
Personable and dedicated Customer Service Representative with extensive experience in banking industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
4
4
years of professional experience
Work History
Assisant Manager
IDFC FIRST BANK LTD
Thane
03.2022 - 04.2024
- Developed and implemented sales strategies to meet customer needs and increase revenue.
- Cultivated relationships with existing customers to encourage repeat business.
- Analyzed market trends and competitive landscape to identify opportunities for growth.
- Created reports detailing the status of all open cases and recommended improvements to processes or procedures based on findings.
- Adhered to established service level agreements while handling customer escalations.
- Maintained accurate records of all interactions with customers in the CRM system.
- Recognized patterns in escalated complaints from customers across multiple channels such as phone, email, chat, and proactively addressed them before they become systemic problems.
- Referred unresolved customer grievances to designated departments for further investigation.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Process Associate
Hinduja Global Solutions
Mumbai
11.2019 - 03.2022
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Managed escalated customer complaints in a timely manner.
- Researched customer complaints and provided appropriate solutions.
- Organized, tracked and monitored verification activities in a timely manner.
- Reviewed customer profiles for completeness and accuracy according to company standards.
- Identified discrepancies between customer information provided by the client and verified sources.
Education
Bachelor's in Financial Management - Financial Accounting
Guru Nanak College of Arts, Science & Commerce
Mumbai05-2019
High School Diploma -
S.N.D.T College of Arts, Commerce & Home Science
Mumbai06-2014
Secondary Education Level - Secondary School Certificate
A.M.K. Premier High School
Mumbai05-2012
Skills
- Product and service knowledge
- Complaint Handling
- Client Retention Strategies
- Reporting and documentation
- Customer Service
- Call Documentation
- Professionalism
- Problem-solving abilities
- Adaptability
- Cross-Functional Collaboration
Languages
Malayalam
First Language
English
Advanced (C1)
C1
Marathi
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Accomplishments
- Promoted basis on performance in appraisal.
- Achieved sales target during F.Y 2022-2023 and 2021-2022
- Excelled and ranked highest in call quality performance during the complete tenure.
Timeline
Assisant Manager
IDFC FIRST BANK LTD
03.2022 - 04.2024
Process Associate
Hinduja Global Solutions
11.2019 - 03.2022
Bachelor's in Financial Management - Financial Accounting
Guru Nanak College of Arts, Science & Commerce
High School Diploma -
S.N.D.T College of Arts, Commerce & Home Science
Secondary Education Level - Secondary School Certificate
A.M.K. Premier High School
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