Veena Pawar
Mumbai
Summary
Detail-oriented individual with a solid background in customer service. Recognized for exceptional communication and coaching skills, contributing to streamlined workflows and enhanced team performance.
Overview
5
5
years of professional experience
Work History
Assistant Manager in Customer Experience
1 Finance PVT Ltd
Mumbai
05.2025 - Current
- Managed customer service inquiries and complaints in a timely manner.
- Resolved client issues promptly, contributing to consistently satisfactory customer experiences.
- Implemented best practices for improving overall customer experience.
- Analyzed customer feedback data to identify areas of improvement in the customer experience.
- Collaborated with cross-functional teams to enhance customer service processes.
- Coordinated with team members to streamline workflow, enhancing overall productivity.
- Supervised daily operations and assigned team duties.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Trained and mentored new team members to promote productivity, accuracy, and friendly customer service.
- Trained new employees on company policies and procedures for effective onboarding.
- Developed and maintained relationships with key customers.
- Coordinated with other departments to ensure smooth flow of operations.
- Assisted in managing daily operations and team activities at a finance firm.
- Managed escalated customer issues and resolved conflicts in a timely manner.
Senior Process Associate
Tata Consultancy Services
Mumbai
08.2022 - 05.2025
- Resolved customer complaints through effective communication and problem-solving, enhancing customer relationships.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Resolved customer complaints promptly and efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Provided exceptional customer service to ensure customer satisfaction.
- Promoted high customer satisfaction by delivering knowledgeable and friendly service to resolve issues.
- Gathered customer feedback through surveys to inform improvements in customer service processes.
- Assisted customers with inquiries regarding products and services.
- Followed company policies and procedures to ensure compliance and safety standards.
Senior Customer Service Associate
Teleperformance
Mumbai
02.2021 - 08.2022
- Resolved customer complaints through effective communication and problem-solving.
- Resolved customer complaints promptly and efficiently.
- Delivered timely resolution of customer complaints, enhancing overall service quality.
- Achieved high customer satisfaction by effectively resolving issues with knowledgeable and friendly support.
- Provided exceptional customer service to ensure customer satisfaction.
- Assisted customers with inquiries regarding products and services.
- Answered customer inquiries and provided accurate information regarding products and services.
- Identified process improvement opportunities in customer service and proposed actionable changes.
- Followed company policies and procedures to ensure compliance and safety standards.
Education
M.com - Business Management
University of Mumbai
Mumbai11-2020
Bachelor of Management Studies - Marketing
University Of Mumbai
Mumbai06-2018
Some College (No Degree) - Commerce
Maharashtra State Board
Mumbai05-2018
SSC
Our Lady Of Remedy High School
Mumbai05-2013
Skills
- Customer experience
- Customer support
- Relationship management
- Conflict resolution
- Team management
- Employee training
- Coaching and mentoring
- Workflow optimization
- Process improvement
- Effective communication
- Active listening
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Native
Native
Accomplishments
Top performer while working in TCS
Affiliations
Volunteer in Organizing Annual Day Programs in Degree College
Timeline
Assistant Manager in Customer Experience
1 Finance PVT Ltd
05.2025 - Current
Senior Process Associate
Tata Consultancy Services
08.2022 - 05.2025
Senior Customer Service Associate
Teleperformance
02.2021 - 08.2022
M.com - Business Management
University of Mumbai
Bachelor of Management Studies - Marketing
University Of Mumbai
Some College (No Degree) - Commerce
Maharashtra State Board
SSC
Our Lady Of Remedy High School