Vrushali Tripathi
Pune
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Knowledgeable and dedicated customer service professional with extensive experience in Service industry.
Team player with outgoing, positive demeanor and proven skills in establishing rapport with clients.
Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Over 20 years of experience. Other Experience available on LinkedIn Profile.
Overview
22
22
years of professional experience
Work History
Customer Service Associate
Amazon Development Center India Pvt Ltd
Pune
10.2021 - Current
- Provide US based customer support for their Retail and Business Orders, Accounts and Tax Exemption program.
- Support, troubleshoot Pay by Invoice queries over phone call, chat and email.
- Invoice, Credit Memo and Payment support.
- Order, delivery, replacement support
- Enrollment, Validation, Rejection of Business Enterprise Customers to Tax Exemption Program.
- Troubleshoot, walk customer through how to use Business Analytics tools for reconciliation reports, order history, invoices download.
- Support Team Members on queries, provide subject matter expert support to new hires in Amazon Business.
- Create awareness and enlist Business Customers Additional Benefits available to them e.g. Business Intallments, Multi User Accounts.
- Walk customer through step by step process of setting up EProc systems, troubleshoot approval errors, order rejection and raise relevant tickets with Tech Team for resolution.
UNIT MANAGER & Process Coach
Mphasis BPO
Bangalore
01.2003 - 01.2006
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Evaluated employee performance on Time-frame basisand coached and trained over 70 team members, increasing quality of work and employee motivation.
- Coordinated team collaboration to share ideas and build best practices.
- Facilitated meetings to communicate team performance goals and results.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Established and maintained performance, quality and service standards for professional customer care.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Handling Customer queries, providing solutions to needs related to Home and Car Insurance.
- Provide products and services to customers of Insurance Company for Home and Car
- Meet sales and service targets.
- Promoted to Process Coach after 10 months to coach teams on call handling, call taking, voice and accent with emphasis on voice tone, pitch, crutch words, repetitions, pause and opening and summary of call. Monitoring calls of team members and having sessions to overcome difficulties with each individuals call process. Provide support to teams to remember their strong points and overcome areas of improvement.
- Promoted to Unit Manager after 18 months to handle team of 17 as their process coach and manager to evaluate their soft skills and technical skills, to monitor sales and provide sales target and support team to achieve them. To monitor calls and provide feedback in one to one session with team. Have team meetings to reward and recognize day to day results. To create new methods to achieve sales in an enthusiastic fashion. To run games and contests to achieve targets, increase enthusiasm and team spirit. To take escalations and take calls to provide an example to the team on how to take calls. Give pointers to work on areas of improvement. Give token gifts from budget provided to recognize milestone improvement and achievement.
- Moved to branch in Pune in April 2005 to handle team in a UK based Utilities process providing gas and electricity.
Education
Bachelor Of Arts - Economics
Osmania University
Hyderabad PGDBA - Marketing & Public Relations
VAMNICOM
PuneBSc - Mass Communications
UNILAG
Lagos, NigeriaSkills
- Customer Support
- Inbound and outbound calling
- Quality Assurance
- Training & Development aptitude
- Complaint Resolution
- Operations Management
Additional Information
Professional Photographer, Writer, Videographer and Editor.
Hobbies and Interests
Karaoke, Music, Travelling
Global Exposure
Lived in 4 countries and travelled to over 17 countries. Exposure to various cultures and work environment.
Timeline
Customer Service Associate
Amazon Development Center India Pvt Ltd
10.2021 - Current
UNIT MANAGER & Process Coach
Mphasis BPO
01.2003 - 01.2006
Bachelor Of Arts - Economics
Osmania University
PGDBA - Marketing & Public Relations
VAMNICOM
BSc - Mass Communications
UNILAG
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