Vidhi Srivastava
Noida
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
6
6
years of professional experience
Work History
Senior Customer Support Officer
iEnergizer
Noida
01.2024 - Current
- Provided technical assistance to customers in resolving product-related issues.
- Investigated, analyzed and resolved complex customer queries.
- Coordinated with internal teams to ensure timely resolution of customer inquiries.
- Monitored customer support queues and responded promptly to requests.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Created knowledge base articles for frequently asked questions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Subject Matter Expert
olx autos
Gurgaon
07.2022 - 11.2023
- Managed a team of 10+ ground staff employee while ensuring they adhere to all relevant policies and regulations.
- Assisted team leader in managing daily operations, delegating tasks and monitoring performance.
- Conducted regular performance reviews of team members to identify areas for improvement.
- Ensured that all team members were aware of their responsibilities and deadlines for completion of tasks.
- Collaborated with other departments to ensure smooth integration of new projects into existing operations.
- Set goals and objectives for the team in line with organizational objective.
- Delegated daily tasks to team members to optimize group productivity.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Reviewed completed work to verify consistency, quality and conformance.
Senior Customer Service Advisor
olx autos
Gurgaon
11.2021 - 07.2022
- Responded to customer inquiries via phone, email, and in-person.
- Collaborated with other departments to meet customer needs.
- Communicated effectively with customers both verbally and written.
- Attended training sessions to stay up-to-date on new products and services.
- Updated records in the CRM system for accurate tracking of customer interactions.
- Managed multiple tasks simultaneously while maintaining accuracy.
- Supported sales team members to drive growth and development.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Advisor
olx autos
Gurgaon
10.2019 - 11.2021
- Answered incoming calls from customers seeking assistance with product or service related issues.
- Made appointments with interested customers according to schedule availability.
- Provided excellent customer service by responding to customer questions and complaints in a professional and courteous manner.
- Developed customer relationships through active listening, understanding their needs, and providing appropriate solutions.
- Maintained up-to-date knowledge of company products, services, promotions, pricing plans, policies, and procedures.
- Generated new sales opportunities through direct and telephone selling and emails.
Telecaller
Allsec technology pvt. ltd.
Noida
11.2018 - 09.2019
- Answered customer inquiries and provided accurate information regarding products and services.
- Assisted customers with product selection based on individual needs.
- Converted incoming calls into booked service appointments.
- Tracked customer order statuses using various systems including CRM software.
- Gathered customer feedback and reported it to management for further action.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
Education
BBA -
Bhagwati Institute of Technology And Science
Ghaziabad07-2017
Skills
- Escalation Handling
- Task Delegation
- Customer Segmentation
- CRM software expertise
- Multitasking
- Google Drive
- MS Excel
- Excel Power Pivot
- Microsoft Office Suite
- Power BI Knowledge
- Work Planning
- Shift Scheduling
- Documentation And Reporting
- Team Supervision
- Staff Training
- Evaluating Employee Work
- Complaint resolution
Affiliations
- Attended seminars and Conferences of MNC companies.
- Participated in many inter college competitions.
- Done internship as HR executive in Professional Learning Education.
Accomplishments
- Achieved 2nd position in the company's monthly performance rankings ('Stank Rank') for consistently meeting and exceeding monthly targets.
- Achieved the highest dispatch rate among my OJT (On-the-Job Training) cohort, demonstrating exceptional efficiency and effectiveness in completing tasks
- Consistently recognized by supervisors with numerous appreciation messages for exceptional performance, reliability, and dedication
DECLARATION
- I do hereby declare that the particulars of information and facts stated hearing above are true, correct and complete to the best of my knowledge and belief.
Timeline
Senior Customer Support Officer
iEnergizer
01.2024 - Current
Customer Service Subject Matter Expert
olx autos
07.2022 - 11.2023
Senior Customer Service Advisor
olx autos
11.2021 - 07.2022
Customer Advisor
olx autos
10.2019 - 11.2021
Telecaller
Allsec technology pvt. ltd.
11.2018 - 09.2019
BBA -
Bhagwati Institute of Technology And Science