SUMMARY

Highly motivated, enthusiastic and results-oriented Customer Service Professional with eight years of experience in Call Center environment

Ability to understand customer’s and colleague’s point of view and handle issues in a sensitive and tactful way

Efficient and flexible individual with an aptitude for listening, establishing rapport and finding the right solutions for customers

Proven experience meeting deadlines and targets, exceeding company expectations

Knowledgeable using Microsoft Office Applications, Internet, and email usage

WORK EXPERIENCE

Senior Quality Analyst 2015 – 2017

First Party Collector 2013 - 2015

Tata Consultancy Services New Delhi, India

Accounts serviced: Citi Bank, Mashreq Bank, Avis and Budget Group

Lead Verification and Transfer (Outbound Calls) July 2011 - August 2013

True North India Pvt. Ltd. New Delhi, India

Skills:

Conducted outbound calls to verify contact details; check payment authenticity and gather claims information.

Responded to inbound calls regarding claims, services and processes to ensure files were completed before expiration.

Identified customer concerns and provided advice on effective solutions for complete customer satisfaction.

Performed follow up calls to customers to collect on unpaid damages; negotiated payment details to ensure financial targets were met.

Recognized potential fraud by analyzing signatures and other details; followed up with bank managers to clear accounts or stop payment.

Prioritized high profile accounts and responded in a timely manner to build trusting relationships with manager / customer service unit.

Monitored agent calls at 2nd level to evaluate performance, ensure accountability and minimize risk.

Medical Transcriptionist August 2008 – June 2011

Heartland Delhi Transcription & Services Pvt. Ltd. New Delhi, India

EDUCATIONAL BACKGROUND

Bachelor of Arts August 2011

EIILM University Sikkim, India

Medical Transcription January 2008

Heartland Delhi Transcription & Services Pvt. Ltd New Delhi, India

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