Summary
Overview
Work History
Education
Skills
Timeline
Generic

Swati Mahatma

Pune

Summary

Experienced Customer Support Specialist adept at resolving issues efficiently to ensure high customer satisfaction. Possesses strong attention to detail and a methodical approach to problem-solving. Proven track record of enhancing system performance through comprehensive evaluation and resolution of various customer concerns.

Overview

17
17
years of professional experience

Work History

Senior Executive (Customer Mgmt.)

Capita
Pune
05.2022 - Current
  • Follow up on emails promptly to ensure timely responses and resolution of customer inquiries
  • Handle customer queries efficiently via various channels including emails, letters, and the company website
  • Process data using CRM and Citrix applications to maintain up-to-date customer records.
  • Provide comprehensive customer support through written correspondence
  • Escalate unresolved issues promptly to the appropriate internal teams for further investigation and resolution
  • Collaborate with cross-functional teams to implement process improvements and enhance overall customer experience
  • Stay updated on product knowledge and industry trends to provide accurate and relevant information to customers

Senior Associate

Wipro
Pune
04.2011 - 02.2015
  • Worked on ticket/seat reservation, re-booking, flight exchange, flight cancellation manually and using macros
  • Responsible to calculate overall productivity and prepared daily reports
  • Conducted quality assurance checks to ensure accuracy and compliance with company standards
  • Collaborated with other departments to resolve issues related to ticketing and reservations promptly
  • Participated in training sessions for new team members to impart knowledge of reservation systems and procedures
  • Assisted in the development and implementation of process improvements to streamline reservation and ticketing procedures

Executive

Datamatics Global Services Ltd
Nashik
03.2010 - 03.2011
  • Oversaw various processes such as Tagging, Browsing, Linking images, and Delta matching
  • Managed tasks, manually and by utilizing Macros, to ensure efficiency and accuracy in operations
  • Conducted quality assurance checks on completed tasks to maintain high standards of output
  • Generated detailed reports on project progress and performance metrics for client review
  • Identified areas for process improvement and contributed to the implementation of solutions to enhance productivity and quality standards

Telecaller

JK Finance
Nashik
07.2008 - 03.2010
  • Worked as a Telecaller
  • Responsible for customers documentation, verification and making feedback calls

Education

Bachelor of Science - Botany

KTHM College
Nashik
04.2008

Skills

  • Data Management, Report Creation, Client Management, MS-Office, Customer Relations, Customer Service, Customer Care

Timeline

Senior Executive (Customer Mgmt.)

Capita
05.2022 - Current

Senior Associate

Wipro
04.2011 - 02.2015

Executive

Datamatics Global Services Ltd
03.2010 - 03.2011

Telecaller

JK Finance
07.2008 - 03.2010

Bachelor of Science - Botany

KTHM College

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Swati Mahatma