Summary
Overview
Work History
Education
Skills
Timeline
Generic

Veena Rani

Nizamabad

Summary

Proven Customer Service Specialist with a track record of enhancing customer satisfaction at NHSBSA and Serco. Leveraged expertise in CRM software and exceptional complaint handling to significantly improve service delivery. Demonstrates strong technical support skills and a commitment to resolving customer inquiries efficiently, contributing to a positive service environment. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

10
10
years of professional experience

Work History

Customer Service Officer

NHSBSA
07.2023 - 09.2024
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Completed data entry to record call notes, suggestions and questions.
  • Responding to inquiries via Phone, email, or online chat regarding pension policies, contributions, or retirement options.
  • Explaining complex pension details, tax implications, and retirement benefits in simple terms.
  • Assisting customers in accessing their pension account information or making changes
  • Processing applications for new pension schemes, transfers, or updates to existing plans.
  • Managing pension contributions, withdrawals, and beneficiary updates.
  • Ensuring that all customers records are accurate and up to date in line with regulatory requirements.
  • Providing guidance on pension plan options based on customer needs and life stages.
  • Assisting customers in understanding pension forecasts, retirement income and any potential tax liabilities.
  • Advising on potential transfers from other pension schemes or consolidation of multiple pension pots.
  • Staying updated on changing pension laws, taxation, and other regulatory changes that affect customer pensions.
  • Addressing and resolving customer complaints or escalations regarding pension-related issues.
  • Investigating issues with pension payments or errors in documentation and ensuring corrective action is taken.
  • Preparing and sending out pension statements, annual summaries, and other necessary documentation.
  • Working closely with other departments, such as Compliance, finance, and IT, to ensure smooth service delivery.
  • Using customer relationship management (CRM) systems and pension software to manage accounts efficiently.

Customer Service Representative

Serco
03.2015 - 07.2016
  • Responded to customer requests for products, services, and company information.
  • Trained staff on operating procedures and company services.
  • Maintained up-to-date knowledge of product and service changes.
  • Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
  • Identifying customer needs and recommending the most suitable credit card products based on their spending habits, income, and preferences.
  • promoting various credit card features, such as cashback, rewards points, travel perks, or zero interest periods, to encourage sign-ups.
  • Meeting sales targets by upselling additional services, such as balance transfers, supplementary cards, or insurance coverage linked to the credit card.
  • Guiding customers through the application process, including explaining documentation requirements and eligibility checks.
  • Providing updates on the status of credit card applications, including reasons for approval, pending decisions, or rejections.
  • Assisting customers in verifying their identity or completing credit checks as part of the application.
  • Helping customers understand how to manage their credit card accounts, including setting up online access, monitoring statements, and understanding payments due dates.
  • Assisting with credit card activations, PIN setups, and replacements for lost or stolen cards.
  • Advising customers on how to improve their credit limits, manage balances, or consolidate credit card debt.
  • Addressing and resolving customer concerns related to credit card charges, interest rates, late fees, or disputes with merchants.
  • Investigating and assisting with unauthorized transactions, fraud claims, or card misuses.

Education

Master of Science - Computer Science With Advance Practise

Northumbria University
Newcastle Upon Tyne
07-2022

Btech - Electronics And Communication Engineering

Vijay Rural Engineering College
Nizamabad
05-2014

Skills

  • Inbound Call Management
  • Technical Support
  • CRM Software
  • Call Center Operations
  • Customer Support
  • Call center experience
  • Complaint Handling
  • Database Management
  • Documentation And Reporting
  • Data Entry

Timeline

Customer Service Officer

NHSBSA
07.2023 - 09.2024

Customer Service Representative

Serco
03.2015 - 07.2016

Master of Science - Computer Science With Advance Practise

Northumbria University

Btech - Electronics And Communication Engineering

Vijay Rural Engineering College

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Veena Rani