MicroSoft Office
Suchita Modi
Pune
Summary
Hardworking and patient job seeker with 7+ years of overall experience including 3+ years in customer service responding to all types of customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and maintaining the highest level of customer satisfaction. In previous roles, awarded and promoted for maintaining company’s KPIs, Quality parameters and highest accuracy in daily transactions and process.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Executive-Contact Center
Fareportal India Pvt. Ltd.
Pune
11.2018 - 07.2019
- Worked as a contact center executive for a US based online travel agency, in exchange department, primarily dealing with new bookings, issuance, re-issuance, invoicing, cancellation, refunds and upsells.
- Cooperated with clients to determine their needs and advised them appropriate travel dates, routes, costs and financial consideration.
- Dealt with occurring travel problems and complaints by determining the cause of the problem; finding the best solution to solve the problem and following up to ensure resolution.
- Also worked as an acting Quality Analyst and audited Calls for the team.
- Conducted regular feedback sessions for CSEs and Provided training on KRAs and quality parameters.
- Conducted calibration sessions with training and operations teams
Executive-Contact Center
Fareportal India Pvt. Ltd.
Pune
10.2016 - 04.2018
- Worked as a contact center executive for a US based online travel agency, in exchange department, primarily dealing with new bookings, issuance, re-issuance, invoicing, cancellation, refunds and upsells.
- Cooperated with clients to determine their needs and advised them appropriate travel dates, routes, costs and financial consideration.
- Dealt with occurring travel problems and complaints by determining the cause of the problem; finding the best solution to solve the problem and following up to ensure resolution.
- Always monitored self-performance while also contributing to the team targets and performance.
- Attracted potential customers by answering product and service questions; suggesting information about other products and services.
Senior Voice Associate
Convergys India Pvt. Ltd.
Pune
04.2015 - 04.2016
- Worked for a UK based telecom company, answering customer queries through the company program and addressing their queries or complaints.
- Provided technical and non-technical support to the customers.
- Upgraded or cancelled account information, placed or cancelled orders from customers.
- Gave instructions to clients on how to solve their issues and monitored the addressed problems.
- Produced positive customer feedbacks after resolving customer complaints.
Quality Analyst
Riant Solutions Pvt. Ltd.
Indore
11.2013 - 02.2015
- Audited voice and non-voice leads (CD, CDQA, Tele-marketing) to ensure compliance with project requirements.
- Prepared, maintained and published internal and external quality reports using Microsoft Excel.
- Conducted regular call audits and made recommendations for improving quality of calls and leads.
- Conducted weekly briefings for any process or client updates.
- Highlighted top Quality performers and the good practices on a weekly basis through email.
Research Analyst
Riant Solutions Pvt. Ltd.
Indore
10.2012 - 10.2013
- Researched accounts, identified key prospects and generated interest.
- Sourced new sales opportunities through outbound cold calls and emails according to customers’ needs and requirements.
- Closed sales and achieved quarterly targets by building pipelines and closing the deals.
- Maintained and expanded database of prospects within assigned territory and specifications.
Operations Executive
EduNation
New Delhi
04.2011 - 08.2012
- Started as a receptionist in the organization, responding to enquiries from candidates, institutes and user agencies about the organization’s live projects, skill training, mentoring and placement support services.
- As an Operation's Executive, reviewed candidate’s applications, did preliminary short-listing of applications in lieu of job specifications.
- Assessed the student’s readiness for joining industry; based on non-academic parameters like effective communication, planning and execution, problem solving & decision making, collaboration & team orientation.
- Managed Inter-departmental coordination.
Receptionist
EduNation
New Delhi
08.2010 - 03.2011
- Maintained front office reception area.
- Welcomed incoming customers.
- Answer phone calls and Emails.
- Responded to enquiries from candidates, institutes and user agencies about the organization’s live projects, skill training, mentoring and placement support services
Education
Bachelor of Science - Electronics
Maharaja Ranjit Singh College
Indore, India 07.2002 - 06.2005
Commercial Pilot License - Aviation
SkyQuest Aviation Ltd.
Langley, B.C., Canada 07.2008 - 11.2009
Skills
Bilingual Customer Support
Email Support
Communication skills
Complaint resolution
Problem Solving
Decision Making
Attention to details
Team Player
Time management
Adaptability and Flexibility
Cross-selling/Upselling
Report preparation
Software
Amadeus
Sabre
Galileo
Timeline
Executive-Contact Center
Fareportal India Pvt. Ltd.
11.2018 - 07.2019
Executive-Contact Center
Fareportal India Pvt. Ltd.
10.2016 - 04.2018
Senior Voice Associate
Convergys India Pvt. Ltd.
04.2015 - 04.2016
Quality Analyst
Riant Solutions Pvt. Ltd.
11.2013 - 02.2015
Research Analyst
Riant Solutions Pvt. Ltd.
10.2012 - 10.2013
Operations Executive
EduNation
04.2011 - 08.2012
Receptionist
EduNation
08.2010 - 03.2011
Commercial Pilot License - Aviation
SkyQuest Aviation Ltd.
07.2008 - 11.2009
Bachelor of Science - Electronics
Maharaja Ranjit Singh College
07.2002 - 06.2005