Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Quote
Timeline
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VINDHAYALI THAPA

VINDHAYALI THAPA

Senior Customer Support Professional
New Delhi

Summary

Helpful Senior Customer Service Executive possessing friendly demeanor and excellent problem-solving and communication skills. Bringing 7.5 years of experience increasing customer satisfaction levels and business performance by handling and analyzing complaints and designing customer service strategies. Dedicated to creating positive impression on customers to build and retain customer base.

Overview

14
14
years of professional experience
2
2
years of post-secondary education
2
2
Languages

Work History

Senior Customer Service Executive

Webhelp
Gurgaon
04.2022 - 10.2023
  • Responded to customer inquiries and queries to provide thorough and speedy resolutions.
  • Resolved order issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
  • Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
  • Managed timely and effective replacement of damaged or missing products.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Maintained up-to-date knowledge of product and service changes.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Delivered prompt service to prioritize customer needs.

Senior Travel Consultant

Fareportal
Gurgaon
07.2016 - 08.2021
  • Booked reservations for travel, hotels, rental cars and special events such as tours and excursions.
  • Assessed client needs and recommended appropriate products and services to meet preferences and budget.
  • Handled sensitive personal data with discretion.
  • Communicated with clients to confirm itineraries, methods of transportation and travel regulations.
  • Provided customers with best deals and well-researched travel options, successfully negotiating rates while improving customer satisfaction ratings.
  • Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
  • Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
  • Maintained operational proficiency in coordinating both international and domestic travel accommodations for customers, arranging for airfare as well as hotel and rental car reservations.
  • Advised customers on necessary travel documents and visa requirements to successfully reach planned destination.
  • Communicated benefits and information regarding international travel insurance with clients and obtained best rates.

Customer Service Executive

EXL
Gurgaon
12.2009 - 04.2011
  • Identified and implemented correct solutions to client issues first-time around within established time limits.
  • Built trusting relationships with clients through open and honest communication.
  • Repaired non-functioning meters and tested to verify operational status.
  • Delivered services to customer locations within specific timeframes.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Performed monthly meter tests to determine functionality and reliability.
  • Proved successful working within tight deadlines and a fast-paced environment.

Education

Bachelor Of Arts - English, Sociology And Political Science

B.S.M (P. G.) College
Roorkee, Haridwar
04.2006 - 05.2008

Skills

    Sound knowledge of MS Excel, MS Office and Outlook

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Accomplishments

  • Achieved 95% NPS through effectively helping customers with their orders related issues with accuracy and efficiency four times in a row from November 2022 to February 2023.
  • Documented and resolved Schedule Change cases by making maximum number of outbound calls to the customers which led to win Transit Hub Rewards & Recognitions for best performer three times in a row from July 2020 to September 2020. .

Interests

Dancing

Listening to music

Quote

It is never too late to be what you might have been.
George Eliot

Timeline

Senior Customer Service Executive

Webhelp
04.2022 - 10.2023

Senior Travel Consultant

Fareportal
07.2016 - 08.2021

Customer Service Executive

EXL
12.2009 - 04.2011

Bachelor Of Arts - English, Sociology And Political Science

B.S.M (P. G.) College
04.2006 - 05.2008

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VINDHAYALI THAPASenior Customer Support Professional