Urvashi Chauhan
Associate-Service Operations
New Delhi
Summary
URVASHI CHAUHAN
Experienced Customer Service Associate with proven track record driving high customer satisfaction and creating positive customer experiences. Proficient in using various customer service software programs and offers strong knowledge of customer service best practices. Highly organized, reliable and attentive to customer needs.
Overview
17
17
years of professional experience
2
2
years of post-secondary education
Work History
Senior Support Ambassador
Teleperformance-AirBnB
12.2023 - Current
- Enhanced customer satisfaction by efficiently resolving service issues and providing timely solutions.
- Established positive relationships with customers through personalized interactions and genuine concern for their needs.
- Managed challenging situations calmly and professionally, deescalating conflicts as necessary while preserving client relationships.
- Tailored communication style according to diverse customer demographics and preferences while maintaining an empathetic tone.
- Increased customer retention through active listening, empathy, and tailored assistance for individual needs.
SME
American Express
03.2007 - 03.2015
- Handled New Hire Batches for Interactive Service Unit Team and trained them to Support Operations
- Monitored and tracked user progress to identify improvement opportunities.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Facilitated product development with implementation of standard best practices.
Master Customer Care Professional
American Express
03.2007 - 03.2015
- Responded to customer needs through competent customer service and prompt problem-solving.
- Resolved concerns with products or services to help with retention and drive sales.
- Logged call information and solutions provided into internal database.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Generated weekly and monthly reports to highlight customer service performance and measure milestones.
Education
Bachelor of Art - English
Delhi University-Kamla Nehru College
New Delhi 07.2005 - 07.2007
Skills
Effective Communication
Flexible and Adaptable
Organization and Time Management
Data Entry
Timeline
Senior Support Ambassador
Teleperformance-AirBnB
12.2023 - Current
SME
American Express
03.2007 - 03.2015
Master Customer Care Professional
American Express
03.2007 - 03.2015
Bachelor of Art - English
Delhi University-Kamla Nehru College
07.2005 - 07.2007
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