Mobile: 628*-***-*** E-Mail: email@example.com LinkedIn URL: www.linkedin.com/in/sonam-dawa/
Highly determined Senior Customer Service Executive with over seven years of experience and capability in handling Customer Care functions in Banking, Financial Services, and Collections Processes. Capable of interacting with customers to support in opening new account, credit card and resolving mortgage queries.
Leadership: Integral part of maintaining positive work relations and imprint the best memorial service to retain the customers and increase the business value. Can operate with minimal supervision and work-out for customer accounts include making calculated business decisions within a minimum time frame.
Vision: Customer-centric approach to make the customer happy about the services offered and enhances satisfaction levels, business performance by developing rapport and handling complaints, and devising customer service strategies.
Integrity: Strong work ethic potential to build and maintain business relations with clients by providing prompt and accurate service to promote customer loyalty. Strong communication and interpersonal abilities.
Business Process Outsourcing
Senior Customer Service Executive at Serco, Mumbai, India Aug 2015 – May 2018
National Railway Enquiries
Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires.
Respond calls of UK passengers to provide quick and accurate information of railway ticket confirmation, seat numbers, and available dates for travelling, departure and arrival.
Inform travelling fare discounts for frequently travelling customers to increase their retention.
Update passengers about weather forecast prediction for safe travel or book tickets for another date.
Protect passengers from intruders by informing British Transport Police in the railway station and ensure the passengers are not under threat.
Accompany the passengers with disabilities by arranging persons and make them navigate around the station.
Advice public for alternative travel and real-time updates when any engineering work is in process and set maps of the affected area and alternative timetables.
Monitor how services are running and make sure there is no disruption for passengers’ journey.
Lumo Energy for Billing Solutions
Evaluated customers’ invoices for accuracy before printed and sent to the customer.
Customized the billing delivery as per customer requirement for the bill or invoice to be sent.
Helped customers in getting the benefits of concessions who are liable.
Bill cycle change: Change the bill cycle accordingly to the date the customer wants the bill.
Processed refunds to customers who mistakenly overpaid their electricity or gas bills.
Senior Customer Service Executive at Ocwen Solution Pvt. Ltd., Mumbai, India Apr 2014 – Dec 2014
Assist customer with their mortgage related queries.
Assist customers who wish to apply for a mortgage by filling up their personal details on the application form.
Answering customers calls and providing them with their mortgage balance, the interest rate.
Customer who is not able to pay off the mortgage, we offer them payment plan, payments in installment, different plans which help the customer make the mortgage payments.
Senior Customer Service Executive – Zenta Pvt. Ltd., Mumbai, India Aug 2011 – Jan 2012
Senior Customer Service Executive – First Source Solutions Pvt. Ltd., Mumbai, India Jan 2012 – Aug 2012
Process: Capital One (Collection)
Resolved customer billing concerns collections of outstanding balance from the existing client base and all other aspects of collections.
Tracked down people who owe money from overdue bills and negotiate payment over the phone.
Supported in tracing the persons using phone number, web, post office and other means.
Offered customers payment options such as installment when the customer cannot make payments at once.
Senior Customer Service Executive – Intelenet Global Services Pvt. Ltd., India July 2008 – Apr 2011
Provided support to UK customers in banking queries and suggested on loans and credit card services.
Managed customer bank accounts to open, close and oversee transactions.
Supported in transferring the funds, debit card blocking and new card issuing.
Assisted customers for reporting unauthorized card transactions, blocking the card, and put it forward for unauthorized transaction to be disputed.
Provided accurate information when the customer calls to check their bank account balance.
Customer Service Executive – IBM Daksh Business Processing Services, India Nov 2006 – Jul 2008
Conserved customer’s time by filling up customer application forms.
Supported the overseas CITI Bank new customers from USA who newly opened Savings by attending calls.
Advised customers on bank services such as loans and credit line on their checking account.
Bachelor of Commerce from Raid Laban College, North-Eastern Hill University, India – 2005.
One Year Diploma from NIIT Basic Personal Training course from Gold Gym University.