Sonel Dharaiya
Customer Support Executive
Bengaluru
Summary
Proven Customer Support Executive with a track record of enhancing customer satisfaction at Alorica through expert complaint resolution and active listening. Skilled in Customer Inquiry Management and maintaining high-quality control, consistently streamlining support processes to bolster customer loyalty and operational efficiency. Demonstrates exceptional communication and problem-solving abilities, driving positive outcomes and repeat business.
Overview
4
4
years of professional experience
Work History
Customer Support Executive
Alorica
03.2023 - 06.2024
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Streamlined support processes for faster resolution times and increased customer loyalty.
- Provided personalized support to customers by understanding their unique needs and preferences.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Reduced response times with effective prioritization of tasks and efficient time management skills.
Customer Service Representative
Firstsource Solutions
02.2020 - 09.2022
- Developed and updated databases to handle customer data.
- Collated and organized data entry documents into filing systems for easy access.
- Enhanced operational efficiency with thorough audits of data entry processes.
- Contributed to the success of the mortgage team by providing essential support in the areas of loan documentation review, data entry, and client communication.
- Optimized workflow management by prioritizing high-priority tasks and meeting strict deadlines consistently.
Education
No Degree -
St.Joseph's Convent Girls High School
Bengaluru, India 04.2001 -
Skills
Customer Inquiry Management (CIM)
Trend detection and analysis
Data reconciliation reporting
Complaint Handling
Complaint resolution
Language Fluency
Quality Control
Front-end supervision
Customer Service
Excellent Communication
Problem-Solving
Active Listening
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Gujarati
Bilingual or Proficient (C2)
Timeline
Customer Support Executive
Alorica
03.2023 - 06.2024
Customer Service Representative
Firstsource Solutions
02.2020 - 09.2022
No Degree -
St.Joseph's Convent Girls High School
04.2001 -
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