Srishti Rana
Senior Customer Service Executive
Hyderabad
Summary
Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 7+years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base. Dedicated professional offering attention to detail and a career driven by client engagement. Looking to help boost a company's success while building long-term relationships in the position of Customer Service Executive.
Overview
9
9
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
Work History
Sr Customer Service Executive
Vcare Call Centers India Pvt Ltd
Noida
07.2015 - 12.2022
- Developed relationships with customers to ensure satisfaction.
- Assisted in development of quality assurance standards for customer service operations.
- Possessing excellent product knowledge to enhance testing.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Wrote and submitted reports to highlight factors relating to software testing for design improvement.
- Analyzed user stories to communicate product feature and gain understanding of user preferences and functionality.
- Examined software requirements to process test scenarios, evaluating outcomes.
- Discussed issues and proposed solutions with management to apply quality control measures.
- Researched new products or services that may be beneficial to customers.
- Identified potential opportunities for improvement within customer service department.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Built strong relationships with field operations team to support business development opportunities and improve service
- Enhanced team productivity by providing regular coaching, feedback, and training opportunities to staff members
- Answered multi-line phones and used active listening skills to assess client's issues and challenges
- Addressed on average 75+ inbound customer calls daily
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately
Client Service Representative
Vcare Call Centers India Pvt Ltd
Noida
03.2014 - 07.2015
- Responded to customer calls and emails to answer questions about products and services.
- Managed master calendar by scheduling and confirming appointments.
- Coordinated with Development team to resolve service problems and boost client satisfaction.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained staff on operating procedures and company services.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs
- Communicated with clients regarding account services, statements, and balances
- Educated clients on account services and resolved client inquiries regarding statement information and account balances
- Delivered outstanding customer service by maintaining professional demeanor during high-pressure situations
- Managed over 25+ calls per day and Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by team.
Education
Bachelor of Computer Applications - Software Engineering
Calorx Teachers' University
Ahmadabad 07.2012 - 07.2015
Diploma of Higher Education - Diploma in CSE
Calrox Teacher's University
Ahmadabad 05.2009 - 05.2012
Skills
Account Management
CRM Software
Handling Escalations
Salesforce CRM
Team Training
Technical Support
Microsoft Office
Client Relationship Building
Call Management
Product Knowledge
User Support
Process Improvement
Product and service knowledge
Problem-Solving
Customer service excellence
Teamwork and Collaboration
Certification
Salesforce Certified Administrator(201)
Timeline
Sr Customer Service Executive
Vcare Call Centers India Pvt Ltd
07.2015 - 12.2022
Client Service Representative
Vcare Call Centers India Pvt Ltd
03.2014 - 07.2015
Bachelor of Computer Applications - Software Engineering
Calorx Teachers' University
07.2012 - 07.2015
Diploma of Higher Education - Diploma in CSE
Calrox Teacher's University
05.2009 - 05.2012