Education

Mumbai University

2009 B.com

Experience

JP Morgan Chase Bank

2016-2021 Senior Customer Service Executive

• Handled over 100 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
• Responded to customer inquiries and queries to provide thorough and speedy resolutions.
• Met customer call guidelines for service levels, handle time and productivity
• Recommended products to customers, thoroughly explaining details.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.

Girls and Curls Beauty Salon

2013-2016 Salon Manager

• Answered over 50 phone calls and emails per day by taking detailed messages and relaying messages to appropriate personnel.
• Oversaw salon employee performance, facility cleanliness and sales.
• Scheduled employees to maintain adequate coverage during business hours.
• Grew customer numbers and boosted loyalty with strategic engagement and marketing strategies.
• Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
• Sourced high-quality and trending hair care products for salon, placing orders with suppliers.

3 Global Services,

2011-2013 Customer Service Executive

• Explained online self-help options to customers to promote additional and after-hours support choices.
• Developed working relationships with internal and external customers while assisting with account management duties.
• Escalated critical customer issues to supervisor immediately to avoid lost revenue and canceled policies.
• Submitted reports to management outlining calls made, queries received and issues resolved and uploaded KPI reports into Service Cloud system.
• Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.

FIS E-Funds

2010-2011 E Care Advisor

•Offered friendly and efficient service to customers, handled challenging situations with ease.
• Improved operations through consistent hard work and dedication.
• Handled 50 emails per day to address customer inquiries and concerns.
• Worked within applicable standards, policies and regulatory guidelines to promote safe working environment.
• Maintained excellent attendance record, consistently arriving to work on time.
• Participated in team-building activities to enhance working relationships.