Vimla Bangera
Customer Service Professional
Mumbai
Summary
Goal-oriented Customer Support Executive skilled at building trust and rapport to maintain customer loyalty. Track record of high customer retention rates thanks to excellent communication and problem-solving skills. Thriving in both self-motivated and collaborative team settings.
Overview
8
8
years of professional experience
6
6
Languages
Work History
Customer Support Executive
Bharti Cellular Limited
Mumbai
02.2003 - 03.2005
- Company Overview: Established in 1985, Bharti has been a pioneering Force in the telecom sector with many Firsts and Innovations to its credit.
- Working for the Non-voice department and replying to customer’s email, faxes and couriers. Proper co-ordination with inter-departments for resolving the customer concern.
- Appropriate handling of customers query / complaint / request and ensuring customer delight in every transaction.
- Responsible for co-ordination with Marketing and Collection department for outward correspondence to customers
- Proper closure of customer complaints raised by the Call Centre Agents, Brand shops, dealers and outbound agency for the marketing and promotional SMS sent.
- Handling legal cases and co-ordinating with the Legal department to give the Customer timely resolution. Involved in legal settlements with customers.
- Preparing CWN (Closely Watched Numbers) report and Monthly Dashboards.
- Joined Airtel for the inbound process as Customer care agent and handling calls, solving the queries of the customer.
- Brand Name: Airtel.
Customer Service Professional
Sitel India Private Limited
05.2002 - 01.2003
- Company Overview: The company is engaged in call center business for Multinationals.
- Providing online technical Support for an International ISP (America Online).
- Handling modem and LAN connectivity issues. Setting up the connection for AOL members, configuring their connection device for logging in to AOL.
- Handling issues related to the features of AOL like email and display.
- Product: America Online.
Support Co-ordinator
Infrasoft Limited
07.1998 - 05.2000
- Company Overview: The company is engaged in development of Software package named OASys Version 1.0 for the Banking sectors.
- Handling Customer Complaints and allocating manpower for resolving the same.
- Maintaining a Database file of all the clients
- Co-ordinating with the clients and the department of projects
- Attending User Meetings with the clients on various issues related to the project (mainly troubleshooting problems).
- Marketing Company’s various products to the existing clients.
- Looking after collections including Annual Maintenance Contract payments Maintaining a detailed report of the AMC contract of individual banks stating the expiry of the warranty period and then the amount to be collected from the particular bank (including branches) annually.
- Maintaining a detailed report of sales orders generated by the company and the actual orders received, i.e. actual v/s budget stating the details of module implementation done for a particular bank.
- Maintaining a detailed report of individual activities of the engineer which includes the number of complaint calls attended (phone/field) and number of issues resolved and the budget involved for the same.
- Preparing a detailed report of the revenue generated by the project department which projects the sales generated against the number of orders received, the number of orders implemented, the total revenue generated by the department. This also included the actual profit generated by the project department for the organization on a monthly basis.
- Handling independent correspondence.
- Formerly known as B&K Information Technologies Ltd.
Trainee – Customer Service (Hotel Sales Division)
Mahindra Holidays And Resorts (India) Limited
11.1997 - 06.1998
- Company Overview: This company is engaged in concept selling.
- Handling Reservation requests/customer requests (Package Tours and Conferences).
- Preparing MIS (Management Information System) reports from the four zones (N-E-W-S), and the actual profit generated by the Mumbai region.
- Preparing Daily Collection Statement (DCS). A summarized report of revenue generated on daily basis by Mumbai region (Hotel Sales Department).
- Attending Customer queries.
Trainee – Customer Service (Hotel Sales Division)
Sterling Holidays And Resorts (India) Limited
05.1997 - 10.1997
- Company Overview: This company is engaged in concept selling.
- Handling Reservation requests/customer requests (Package Tours and Conferences).
- Preparing MIS (Management Information System) reports from the four zones (N-E-W-S), and the actual profit generated by the Mumbai region.
- Preparing Daily Collection Statement (DCS). A summarized report of revenue generated on daily basis by Mumbai region (Hotel Sales Department).
- Issuing Vouchers in case of Confirmation and continuous follow-up for outstanding payments.
- Attending Customer queries.
Office Assistant
Vertex Chem Private Limited
02.1997 - 04.1997
- Company Overview: This is a manufacturing unit engaged in manufacturing Chemicals for Paper and Textile industries.
- Handling entire office routine work
Education
Diploma - Computer Management
Datapro Infoworld Limited
MumbaiBachelor of Commerce - B.Com
University of Bombay
Mumbai04.1996
Interests
Reading, Listening to Music, cooking
EXTRA CIRRICULAR ACTIVITIES
Active participation in Music and Dance programs organized at get-together and at Annual Functions at School, college and Computer Institute.
Timeline
Customer Support Executive
Bharti Cellular Limited
02.2003 - 03.2005
Customer Service Professional
Sitel India Private Limited
05.2002 - 01.2003
Support Co-ordinator
Infrasoft Limited
07.1998 - 05.2000
Trainee – Customer Service (Hotel Sales Division)
Mahindra Holidays And Resorts (India) Limited
11.1997 - 06.1998
Trainee – Customer Service (Hotel Sales Division)
Sterling Holidays And Resorts (India) Limited
05.1997 - 10.1997
Office Assistant
Vertex Chem Private Limited
02.1997 - 04.1997
Diploma - Computer Management
Datapro Infoworld Limited
Bachelor of Commerce - B.Com
University of Bombay
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