Customer Service Quality

K U N A L A . S A M PA T

*** * * ****** *** Hyde Park, NY 110**-***-*** 8604 *****.*.******@*****.***

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Poised and dedicated professional with a talent for quickly developing positive relationships with customers while

working in a fast paced deadline driven environment, experience in Call Center Operations, Credit & Collections.

Expertise and skills in the area of customer service, conflict resolution, team building and mentoring; Excel in

resolving employer challenges with innovative solutions, systems and process improvements proven to increase

efficiency, customer satisfaction and the bottom line.

Offer advanced computer skills in MS Office Suite and other applications/systems.

Key Skills

Call Center Operations Reports & Documentation Trouble Shooting/Problem Solving

Credit & Collections Spreadsheet & Database Creation Inventory Management

PeopleSoft ACD Expense Reduction

Performance Improvements Customer Service Management Six Sigma

Experience

Time Warner Cable

07/2012 Present

Call Center Supervisor (Collections)

Handle day to day operations of 25+ representatives to ensure all departmental goals are met,

including subscriber retention and obtaining full payment on accounts

Create, maintain and analyze daily reports.

Hire, motivate, evaluate, and performance manage all customer care staff including coaching and

development of Staff.

Ensure compliance with high standard of telephone service statistics; governmental customer

service standards; all local, state and federal laws & regulations, including the company EEO program

Coordinate all department activities to ensure the efficient, effective operation of the department

and schedule adequate coverage for normal services and special events

Handle escalated calls from customers and resolve any customer service issues

Monitor agents to ensure quality standards are adhered to.

Choice Hotels 02/2012 – 07/2012

Guest Service Representative

Answer inquiries pertaining to hotel services, guest registration

Greet, register, and assign rooms to guests of hotels

Keep records of room availability and guests' accounts.

Verify customers' credit, and establish how the customer will pay for the accommodation

Record guest comments or complaints

BA Continuum, Bank of America 06/2008 – 12/2011

Front Line Manager (Operations)

Manage the operations of the department; analyze and manage volumes, staffing, and other

variables to ensure optimal productivity

Primarily manage team’s performance by providing coaching and feedback.

Conduct monthly 1x1 and do performance appraisal monthly, quarterly and yearly.

Train and develop team to meet the goals and needs of the department by establishing a collaborative team

environment, maintaining an ‘open door’ policy, remaining approachable, accessible, and providing

constructive feedback on a regular basis

K U N A L A . S A M PA T

Quantitative reports to track performance, identify opportunities for improvement, and implement quality

initiatives to meet department goals; prepare performance evaluations for direct reports, identify strengths,

areas for development, create improvement plans, coach and counsel as appropriate

115 N 6th Street New Hyde Park, NY 110**-***-*** 8604 *****.*.******@*****.***

Assist in developing strategic plans to improve operations, service challenges and performance; evaluate

and modify call center policies and procedures to promote efficient department operations

Handle escalation calls of associates requiring supervisory intervention

Responsible for daily quality control and service level agreements

Six Sigma Training

3 Global Services 09/2006 06/2008

Senior Customer Service Advisor (Collections)

Provide customers with accurate outstanding bill information

Resolve customer issues and advise customers of payment options

Process bill payments

Assisted Team Leader to ensure high levels of productivity and quality were maintained for team of 10

Intelenet Global Services Process Migration 05/2006 08/2006

Senior Customer Service Advisor (Mortgage Operations)

Provide customers with feedback on their mortgage applications

Assist and train New Team Member on daily operations in order to maintain high quality customer

service standards

Countrywide Financial 03/2004 06/2006

Senior Customer Service Advisor (Mortgage Operations)

Train new team member for handling customer queries and achieve operational goals

Coach under achieving staff members in customer communication and ensure productivity goals are

met

Assisted Team Leader to ensure high levels of productivity and quality were maintained for team of

10

Epicenter Technologies, Providian Card Services 05/2002 03/2004

Senior Customer Finance Advisor (Credit Card Collections)

Act as liaison with credit services to secure prompt customer payments customers with financial

difficulties

Skip Tracing

Maintain daily records of targets achieved and unplanned absenteeism

Education

University of Bombay Bachelors of Commerce, 2002

Languages

English, Hindi, Marathi and Gujarati

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