Vibha Ojha
Senior Customer Support Associate
Delhi
Summary
Customer service specialist over five years of experience and a high satisfaction rate, skilled at resolving issues quickly and building repo with customers.
Skilled in high-volume inquiries, maintaining quality of work through clear communication and attention to details.
Generated additional revenue through effective insurance upselling, converting customer inquiries into policy add-ons.
Educated customer from protection against risk and insurance plans which suits them.
Meeting and exceeding the KPIs such as CSAT, UIQ, AHT, SLA reducing repeat inquiries with a rate of 17% in Financial services which result in multiple awards as monetary bonuses and public recognition in a single year across the whole office site, such as "Employee of the Quarter", "Service Avenger", "All Round Performer" and "Client Jumbo Award".
Overview
3
3
Languages
3
3
Certifications
6
6
years of professional experience
Work History
Senior Associate
WNS Global Services Pvt Ltd.
07.2024 - Current
- Manage fintech operations with Stripe payment gateway while conducting thorough digital verification and compliance documentation reviews.
- Administer customer inquiries, and address issues swiftly to maintain high satisfaction standards.
- Enhanced monthly CSAT ratings by 20%.
- Focused on resolving customer navigation issues with app usage, and directly supporting platforms.
- Collaborated with cross-functional teams to streamline processes and enhance service quality.
- Specialized in diverse channels to deliver exceptional customer service
Senior Travel Consultant
Dynnino India LLP
02.2023 - 03.2024
- Managed the complete travel sales process, providing personalized trip planning and exceptional customer service.
- Developed tailored travel packages and itineraries, generated leads for proper follow up with clients and maintained client relationships to drive sales growth.
- Managed over 50 customer calls per day and handled more than 100 leads for follow-up call.
- Promoted car rentals and Accommodation to ensure a seamless travel experience for clients.
- Includes the upselling of Travel insurance package, explaining the different benefits and conditions according to insurance plans.
- Collaborated with airlines and hotels to secure optimal rates and availability for clients.
Process Associate
IGT Solutions pvt. Ltd.
01.2020 - 07.2022
- Experience of 2.5 years as a dedicated customer support professional with practiced interactive skills in the KLM Airlines process.
- Involves a key role in ticket reissuance, revalidation, seat assignment, refunds, and document verification. Also, acted as a point of contact with airports, helping them with upgrades and downgrades, along with pet verification services.
- Self-motivated, with a strong sense of personal responsibility.
- Promoted to Lead Associate Trainer for the same process, I trained newly hired employees and guided the bottom performers in existing teams for different LOBs.
- Published employee performance reports, along with conducting product upskilling sessions.
- Proven ability to learn quickly and adapt to new situations.
Education
MBA - Human Resources Management
Indira Gandhi National Open University
New Delhi 04.2001 -
Post Graduate Diploma - Human Resource Management
Indira Gandhi National Open University
New Delhi07-2022
B.COM - Commerce
Delhi University
Delhi 04.2001 -
Skills
Communication Skills
Client handling
Empathy
Active listening
Critical Thinking
Leadership skills
Certification
Employability Skill Training
Timeline
Senior Associate
WNS Global Services Pvt Ltd.
07.2024 - Current
Senior Travel Consultant
Dynnino India LLP
02.2023 - 03.2024
Process Associate
IGT Solutions pvt. Ltd.
01.2020 - 07.2022
MBA - Human Resources Management
Indira Gandhi National Open University
04.2001 -
B.COM - Commerce
Delhi University
04.2001 -
Post Graduate Diploma - Human Resource Management
Indira Gandhi National Open University
HONORS
Recognized as Employee of the Quarter, All Round Performer, Service Avenger - WNS, Promoted to the position of Senior Travel Consultant - Dynnino, Promotion in the position of Lead Associate - Trainer - IGT, Rewards and recognition for consistently 3 months fir best performer - IGT, Recognized for "WOW CHAT" for chat process - Jindal Intellicom