Surbhi Solanki
Senior Customer Service Representative
Hyderabad
Summary
Enthusiastic Senior Customer Service Representative with more than 3 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
6
6
years of professional experience
6
6
years of post-secondary education
Work History
Senior Customer Service Representative
Synchrony Financial
Hyderabad
2022.08 - Current
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse
- Engaged clients in person and over phone to answer questions and address complaints.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Proactively addressed customer concerns in order to prevent escalations and complaints.
- Promoted to team lead of customer service for a period of time to displaying outstanding enthusiasm and remaining calm in extremely trying situations.
Technical Support Representative
Tech Mahindra
Hyderabad
2021.07 - 2022.08
- Managed high levels of call flow and responded technical support needs.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Used ticketing systems to manage and process support actions and requests.
- Monitored systems in operation and quickly troubleshot errors.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
PR Manager
Pour House 7
Hyderabad
2018.02 - 2020.02
- Managed team of over 40 direct reports by offering support and constructive feedback.
- Continuously actioned past feedback’s to elevate service delivery.
- Optimised employee schedules by balancing company priorities with staff leave request and shift preferences.
- Providing supervision and training to all new and existing employees.
- Event planning experience.
Education
Bachelor Of Accountancy - Commerce
William Carey University
Meghalaya 2020.05 - 2023.06
SSC -
Board of Second Education
Odisa 2014.03 - 2015.04
Intermediate - Commerce
Telangana Open Schooling Society
Hyderabad 2018.04 - 2020.05
Skills
Service recommendations
Database Management
Complaint resolution
Customer Relations
Coaching and mentoring
Multi-line phone talent
International customer support
Quality analyst
Timeline
Senior Customer Service Representative
Synchrony Financial
2022.08 - Current
Technical Support Representative
Tech Mahindra
2021.07 - 2022.08
Bachelor Of Accountancy - Commerce
William Carey University
2020.05 - 2023.06
Intermediate - Commerce
Telangana Open Schooling Society
2018.04 - 2020.05
PR Manager
Pour House 7
2018.02 - 2020.02
SSC -
Board of Second Education
2014.03 - 2015.04