Soni Yadav
Mumbai
Summary
Dynamic customer service professional with a proven track record at Axis Bank, excelling in complaint resolution and process improvement. Skilled in CRM systems and data analysis, I effectively identified opportunities for upselling and streamlined service processes, enhancing customer satisfaction and operational efficiency. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
axis bank
Mumbai
03.2023 - Current
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Implemented innovative methods for streamlining the customer service process.
- Resolved customer complaints promptly and efficiently.
- Identified opportunities for upselling additional products or services based on customer needs.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
Process Associate
TATA CONSULTANCY SERVICES
MUMBAI
05.2019 - 01.2023
- Maintained accurate records of all KYC documentation and analysis results.
- Drafted reports summarizing findings from KYC reviews and investigations.
- Coordinated with internal departments to resolve discrepancies in customer data.
- Monitored accounts for changes in activity that could indicate fraud or suspicious behavior.
- Presented key information to upper management and executive team for loan recommendations.
- Developed comprehensive understanding of financial statements, enhancing opportunities to assess risk.
Education
Master of Commerce - Accounting And Finance
KALINA MUMBAI UNIVERSITY
MUMBAI05-2017
Skills
- Customer service
- CRM systems
- Data analysis
- Complaint resolution
- Process improvement
- Product knowledge
- Banking operations support
Languages
Hindi
First Language
English
Proficient (C2)
C2
Marathi
Proficient (C2)
C2
Accomplishments
- Star of the Month twice in TCS
- Three years' dedication award for excellent service
- MM award for best agent in Axis Bank for 3 consecutive months
Affiliations
- Handling new batches as a buddy to improve CQ score, and maintaining AHT and sales
Timeline
Customer Service Representative
axis bank
03.2023 - Current
Process Associate
TATA CONSULTANCY SERVICES
05.2019 - 01.2023
Master of Commerce - Accounting And Finance
KALINA MUMBAI UNIVERSITY
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