Surabhi Solankey
Hyderabad
Summary
Results-driven Customer Support Specialist with background in managing customer inquiries and complaints, troubleshooting technical issues, and maintaining high customer satisfaction levels. Strengths include problem-solving skills, empathetic communication style, and adeptness at learning new technologies. Significant impact made in previous roles through improvement of support processes to streamline operations and enhance customer experiences.
Efficient and focused professional in payroll management, known for high productivity and the ability to complete tasks efficiently. Skilled in payroll processing, timekeeping accuracy, and compliance with local, state, and federal regulations. Excel at problem-solving, communication, and adaptability, which facilitate seamless payroll operations.
Methodical Quality Analyst known for high productivity and efficiency in task completion. Specialized skills include process improvement, statistical analysis, and compliance monitoring. Excel at problem-solving, critical thinking, and communication.
Overview
7
7
years of professional experience
Work History
Customer Support Specialist - Payroll
Randstad offshore services
Hyderabad
04.2024 - Current
- Responded to payroll-related inquiries from clients and employees via phone, email, and chat, ensuring timely and accurate resolutions.
- Participated in team meetings to discuss strategies for improving customer experience.
- Assisted with troubleshooting payroll discrepancies, including late payments, incorrect deductions, tax issues, and direct deposit concerns.
- Collaborated with internal payroll and HR teams to resolve complex payroll issues.
- Managed and processed employee timesheets, ensuring accuracy in hours worked, leave balances, and overtime calculations.
Senior Customer Service Representative
Synchrony Financial
Hyderabad
08.2023 - 04.2024
- Collected deposits or payments and arranged for billing.
- Assisted customers with product selection based on their individual needs and preferences.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted from customer support to quality analyst to audit customer interactions, ensuring adherence to company policies, regulatory standards, and quality metrics.
Technical Support Associate
Tech Mahindra
Hyderabad
07.2021 - 08.2022
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Provided technical assistance to customers via phone, email, or chat.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Reviewed network data to check network usage, server function or disk space availability.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Installed, configured, and troubleshot hardware and software for end users.
PR Manager
Pour House 7
Hyderabad
02.2018 - 02.2020
- Planned, managed and prepared public relations department budget.
- Conferred with labor relations managers to develop internal communications to inform employees of company activities.
- Created and optimized promotional publications and related materials.
- Designed and edited promotional publications.
- Built and maintained relationships with key consumer and trade media.
- Provided weekly supervision and training to all new and 40 existing employees.
- Event planning experience.
Education
B.COM (Accountancy) - Accounting And Finance
William Carey University
Meghalaya06-2023
Skills
- Technical troubleshooting
- Customer service
- Problem solving
- Employee training
- Process improvement
- Problem-solving
- Quality assurance analyst
- Payroll administration
- Multitasking capacity
- Teamwork and positive attitude
Timeline
Customer Support Specialist - Payroll
Randstad offshore services
04.2024 - Current
Senior Customer Service Representative
Synchrony Financial
08.2023 - 04.2024
Technical Support Associate
Tech Mahindra
07.2021 - 08.2022
PR Manager
Pour House 7
02.2018 - 02.2020
B.COM (Accountancy) - Accounting And Finance
William Carey University
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