Tanvi Pandey
Gurgaon
Summary
Versatile customer service professional with expertise in operations, repayment handling, chat-based sales, and training. Proven ability to resolve issues, guide customers, and deliver personalized support across fast-paced environments.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
Work History
Senior Operations Executive
Across Assist
Gurugram
04.2024 - 03.2025
- Delivered prompt and compassionate customer support during emergency roadside situations, ensuring customer safety, satisfaction, and timely service resolution.
- Assisted customers in remote or unfamiliar locations.
- Trained and mentored new team members on tools, procedures, and customer handling practices.
- Handled customer escalations effectively, ensuring swift resolution while maintaining a calm, professional tone during high-stress situations.
Senior Repayment Executive
Cred
Gurgaon
05.2023 - 12.2023
- Monitored failed auto-debit transactions (ACH/NACH/UPI) related to Cred Cash and ensured timely follow-up with customers to recover dues.
- Reached out to customers via calls, WhatsApp, and email to inform them about failed repayments and provided alternate repayment options.
- Guided customers through manual repayment processes via UPI, net banking, or in-app payment options after auto-debit failu
- Informed customers of the consequences of missed or failed repayments, including late payment charges, credit score impact.
Fashion Consultant
Lenskart
Gurgaon
10.2022 - 03.2023
- Assisted customers via chat on suitable eyeglasses, sunglasses, and contact lenses based on style and prescription needs.
- Helped customers choose the right eyewear and contact lenses as per their look and power needs through live chat.
- Offered product suggestions and promotional details for eyewear and lenses to improve satisfaction and sales.
P.D Trainer
Kaizen Linguistic
Hisar
03.2022 - 09.2022
- Trained students in communication skills, public speaking, and presentation techniques.
- Designed and delivered modules on personality development, grooming, and self-confidence.
- Organized group discussions, mock interviews, and role-plays to build soft skills.
- Motivated students to overcome stage fear and develop leadership qualities.
- Guided students in body language, etiquette, and interview behavior.
Customer Care Executive
Maruti Suzuki Arena
Gurgaon
10.2020 - 12.2021
- Provided timely updates on car delivery status, finance options.
- Collected and addressed customer feedback to improve service quality and customer satisfaction.
- Coordinated with sales, service, and technical teams to ensure smooth customer experience.
- Assisted in handling customer complaints, ensuring quick resolution as per company standards.
Education
Bachelor of Science - Physical Sciences
IEC University
Himachal Pradesh , India 07.2017 - 07.2020
Bachelor of Science -
IEC University
Himachal Pradesh , India Skills
- Complaint Handling & Escalation Management
- Patience & Empathy
- Customer Retention & Relationship Building
- Time Management & Task Prioritization
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Senior Operations Executive
Across Assist
04.2024 - 03.2025
Senior Repayment Executive
Cred
05.2023 - 12.2023
Fashion Consultant
Lenskart
10.2022 - 03.2023
P.D Trainer
Kaizen Linguistic
03.2022 - 09.2022
Customer Care Executive
Maruti Suzuki Arena
10.2020 - 12.2021
Bachelor of Science - Physical Sciences
IEC University
07.2017 - 07.2020
Bachelor of Science -
IEC University
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