SURBHI RAWAT

Highlights :

Team management

Customer satisfaction

Talent development

Mentoring and training

Scheduling Client relations specialist

Project management

• Motivated and lead team towards higher quality service calls, increased productivity, on going coaching and mentoring to minimize turnovers
• Administered coaching and corrective actions to advisors not meeting expectations.
• Monitored calls for accuracy, and conformity.
• This included reviewing reports, identify individuals and team requiring re- training, and recommendations to procedural changes.
• Devised and published metrics to measure organization's success in delivering excellent customer service.
• Exceeded team goals and collaborated with staff members to implement customer service initiatives.
• Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
• Created employee schedules to align coverage with forecasted demands.
• Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
• Recognized staff for contributions to company success to foster engagement and increase productivity.
• Developed organizational structure to outline and direct rules, roles and responsibilities.
• Mentored team members to enhance professional development and accountability in workplace.
• Strengthened operational efficiency to remain cost-effective while maintaining quality service.
• Helped with planning schedules and delegating assignments to meet coverage and service demands.
• Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences.
• Increased employee performance and job satisfaction to strengthen retention and engagement.

• Experience in Team handling of Voice, Chat, and Email processes of the organization.
• Identify and suggest areas of improvement on the process to higher management for review while regularly updating and providing performance-related reports.
• Direct & indirect reporting for all functions and ensuring their alignment To enter as per the requirement.
• Conceptualize and introduce various activities/ programs/ contests to recognize best performers, enhance productivity and boost the morale of the team.Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
• Established open and professional relationships with team members to-achieve quick resolutions for various issues.
• Coached team members in customer service techniques, providing feedback-and encouragement toward reaching sales goals.
• Initiated timely responses to emails, voicemails, and written correspondence.
• Facilitated training for associates through daily coaching and • regular-performance appraisals.
• Assisted with new hire processing and existing training programs.
• Coordinated weedy meetings for internal and external groups.
• Implemented new working processes to deliver multiple improvements.

• Handle & resolve escalations / customer complaints while in line with SLA and KPI's in terms of Quality.

● Delivered excellent customer service, resulting in consistent customer satisfaction rating of 5.

● Productivity / Escalations / Transfers; reporting SLA's, analysis on deliverables such as the Turn Around Time, Customer Satisfaction as agreed with the client.

● Manage Inbound/Outbound calls, chat and emoils ensure their SLA/deliverables are in the line of customer requirement.

● Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

● Provided primary customer support to internal and external customers.

● Collected and analyzed customer information to prepore product or service reports.

● Clarified customer issues and determined root cause of problems to resolve product or service complaints.

• Working as a, for luxury ground transport service provider

● Represents LA Dispatch Services as a dispatch executive, attending inbound call & making outbound calls.

● Dispatch the rides to available chauffeurs and ensure the timely transit.

● Directed investigations to verify ong resolve customer or shipper complaints.