Customer Service Team Leader

Career Objective

To achieve a remarkable position in the Operations Industry and serve the sector with the knowledge that I have gained and be of the benefit to the organization and become the valuable part of the organizational functioning.

Personal Qualities

Performance Oriented, Good Team Player, Consistent and Democratic, Ambitious, Smart and Hard Working, Quick Learner, Accept Challenges, Exceptional listening and analytical skills,

Detail oriented, Flexible

Educational Qualification

Course

University

Year of Passing

College / Institute

M.Com

Mumbai

April-2016

University Of Mumbai

T.Y.B.Com

Maharashtra State Board

Feb- 2014

Modern College Vashi

H.S.C.

Maharashtra State Board

March- 2011

ShreeNarayanGuru College Chembur

Computer Skills

Well versed with MS OFFICE (Microsoft Excel & Microsoft Word)

Work Experience

CAPITA INDIA PVT LTD– (June 2016 till September 2017)

Designation: Team member Re-contract for O2 UK Web chat

Responsibilities:

Deal with customer’s account for upgrade and disconnection via chat.

Arranging new SIM card or phone accessories for customer etc.

Ordering new handset/phone as per customer wish for their phone contract.

Disconnection setup or cancellation for their phone contract.

Reporting about deals and disconnection on daily basis.

Preparing monthly report on performance.

To respond and act on customers' inquiries and complaints in accordance to company's Policy & Procedures.

Resolving the issue of the customers on chat regarding phone, network and service issues.

Responsible for maintaining the Vsat rating for team as well as for myself.

Understanding the requirements of the customer through chat.

Retaining the customers

Achieving best customer appreciation through the chat.

To achieve and maintain the efficiency rate as required by management at all times in accordance to Departmental Key Performance Indicator (KPI).

ICAN. – (June 2011 till March 2015)

Designation: Senior Customer Service Associate (Membership Sales)

Responsibilities:

Role includes very high level of Customer Service, which involves good command on English as Global language and Fluency in it.

Selling membership vouchers.

Additional Roles & Initiatives:

Helped Team Leader Manage the team in absence of Team coach.

Helped training the new team member about the tools used in the process and call handling.

Personal Information

Date of Birth: 17th Feb 1993

Gender: Female Marital Status: Married

Languages Known: English, Hindi, and Marathi

Hobbies: Cooking and Listening Music

Declaration

I hereby declare that the above written particulars are true to the best of my knowledge.

Date:

Place: Mumbai (Shamshad Baig)

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