Vrajesh Katira
Mumbai
Summary
Ambitious and self-motivated individual with 7+ years of professional experience, Seeking a better opportunity in a reputed company. Knowledgeable and dedicated with extensive experience in customer service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
10
10
years of professional experience
12
12
years of post-secondary education
3
3
Languages
Work History
Customer Service Representative
Accenture
07.2023 - 06.2024
- Investigated and resolved accounting, service and delivery concerns.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Delivered prompt service to prioritize customer needs.
Sr WFM Executive, Sr. Customer Service Executive
WNS GLOBAL SERVICE
1 2020 - 07.2023
- Handling customer query via Mobile App, Bill reversal and Checking account and guiding to right payment
- Resolving Billing issue via application
- Maintaining Head accounts reports
- Seat Allocation and De-allocation
- Send performance reports every week
- Maintaining monthly and weekly attendance on Share point
- Send Attrition and Revenue data to apps
- Coordinate with HR for change in the process
- Generate and Distribute management reports in an accurate and timely manner
- Provide strong reporting and analytical information support to the management team.
- Streamlined communication channels between departments, facilitating effective collaboration on WFM-related projects.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Collaborated with cross-functional teams to streamline workflow processes and increase overall productivity.
Customer Service Professional
SITEL India Ltd
01.2014 - 01.2019
- International Email process for Hotel Management, Booking & Queries
- Reservation for HYATT International Hotels over Emails and Phones
- Handled other projects for HYATT like Royalty programs and complaints
- Supported customer satisfaction, addressing escalated complaints with diplomacy and acknowledgment.
Education
B.A - ARTS
Ket's V.G. VazeKelkar College
04.2001 - 04.2013
12th - ARTS
Ket's V.G. VazeKelkar College
10th - undefined
ST. JOSEPH HIGH SCHOOL
Skills
Professional and strong work ethic
Personal Information
- Gender: Female
- Marital Status: Unmarried
Timeline
Customer Service Representative
Accenture
07.2023 - 06.2024
Customer Service Professional
SITEL India Ltd
01.2014 - 01.2019
B.A - ARTS
Ket's V.G. VazeKelkar College
04.2001 - 04.2013
Sr WFM Executive, Sr. Customer Service Executive
WNS GLOBAL SERVICE
1 2020 - 07.2023
12th - ARTS
Ket's V.G. VazeKelkar College
10th - undefined
ST. JOSEPH HIGH SCHOOL
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