Vijaya Vaani B
Chennai
Summary
Detail-oriented professional with a strong background in customer service and account management. Skilled in analyzing trends and driving process improvements, leading to enhanced service delivery and increased customer satisfaction. Dedicated to fostering team collaboration and effective communication.
Overview
16
16
years of professional experience
Work History
Customer Care Representative
Euro kids, Kodak life insurance, Event Management
Madurai, Chennai
06.2007 - 06.2023
- Assisted customers with inquiries regarding insurance policies and events.
- Managed customer accounts and updated information in internal systems.
- Resolved client complaints through effective communication and problem-solving skills.
- Coordinated event logistics, ensuring seamless execution and customer satisfaction.
- Educated clients about policy details and coverage options for informed decisions.
- Collaborated with team members to improve service delivery processes and standards.
- Answered customer inquiries over the phone and via email.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Participated in team meetings to discuss strategies for improving customer satisfaction levels.
- Gathered customer feedback to suggest improvements for products and services.
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Performed administrative duties such as filing paperwork, maintaining records, updating databases.
- Analyzed trends in call volume data in order to anticipate peak periods and adjust staffing accordingly.
- Evaluated and identified opportunities to drive process improvements that positively impacted customer experience.
- Supported sales team members to drive growth and development.
Education
Masters of Business Administration - Business Administration
Alagappa University
Karaikudi12-2008
BBA - Business Administration
Lady Doak College
Madurai01-2003
Skills
- Customer relationship management
- Insurance knowledge
- Conflict resolution
- Data analysis
- Account management
- Service improvement
- Attention to detail
- Team collaboration
- Communication strategies
- Task prioritization
- Relationship building
- problem solving
- Project management
- Positive language use
- Call center experience
- Product expertise
- Marketing strategies
- Client relationship management
Timeline
Customer Care Representative
Euro kids, Kodak life insurance, Event Management
06.2007 - 06.2023
Masters of Business Administration - Business Administration
Alagappa University
BBA - Business Administration
Lady Doak College