Customer Service Representative

SAMYUKTHA BANDI

Customer service representative/Mentor

Key Skills

Areas Of Expertise

Career Summary

A forward thinking,capable and commited individual with a proven ability to meet targets,co-ordinate work and to serve a progressive organization with the accumulated experience and expertise for mutual benefit,to reach a managerial position with sheer determination and integrity.

Work Experience

1)Mentor in HSBC Direct(January 2014 till March 2016)

Job Profile

Team Coordinator for tranche HD36, Have handled a team of 13members and helped them successfully into operations.

Coaching new recruits on performance indicators like procedures,Average Handling Time,Risk and Compliance.

Conducting refreshers on procedures to different groups and delivering one to one sessions to discuss performance of the delegates against the set targets and means to enhance performance.

To monitor and coach agents to provide superior customer service.

Effectively give constructive feedback to agents.

Own and follow up any queries which may lead to customer dis-satisaction.

Responsible to manage the work of the delegates who require special attention and monitor their performance.

Good prioritizing,planning and organizing skills.

Handled escalations.

Key Skills :

Coaching and Development.

People managements skills and Art of delegation of work.

Strong time management Skills and ability to work under pressure.

SME(Subject Matter Expert).

Highly Motivated.

2)Customer Service Representative – HSBC Operations (Oct 2009till January 2014)

Job Profile

As a customer service representative handled inbound calls for HSBC’s Personal banking customers-(UK Process).

Resolved customer queries utilizing procedural knowledge and liaising with different departments and branches.

Maintained equilibrium between quality service and matched customer requirements with HSBC products and services to generate sales.

As a experienced contact centre executive,handled referrals for the new hires there by acting as a mentor in the team.

Highlights :

Superstar Award for the Month of December 2013.

Star of the team October 2010.

Achieved error free quarter on numerous occasions.

Have received compliments from customer for the service provided.

Experience outside HSBC-HDPI :

3)Team Member Operations – HDFC BANK/ADFC limited (June 2007 to July 2009)

Job Profile :

Customer service representative.

Role involved in handling Classic on Phone banking customers.\

Was in the role of an SME (August 2008 to July 2009).

Coached and mentored the new members of the team to learn the procedures of the department.

Conducted training on the new procedural updates.

Highlights :

Was awarded the best performer award for providing excellent customer service.Also received customer compliments sent by the customers directly to the managers.

Achieved the best quality award for getting 100% quality scores reviewed by 4 Quality Associates.

Academic Qualifications:

Graduated from Sardar Patel College affiliated to Osmania University.

Intermediate from Sri Sai Vignan Bharathi College.

SSC from St.Philomena High School.

AREAS OF EXPERTISE

Result oriented and flexible to changes.

Maintain exceptionally high customer service standards and strive to constantly exceed service standards.

Ability to work under pressure with very challenging deadlines.

Self-Driven,commited and hard working.

Strong planning and organing skills.

Open to feedback and quickly adapt to changes.

CONTACT DETAILS.

Samyuktha Bandi.

H.No : 6-1-328,Venkatapuram colony,Padmarao Nagar,Near Sai Baba Temple,

Hyderabad,Telangana 500025.

E-mail : ******************@*****.***.

Contact Number : 998-***-****.

Declaration :

I hereby declare that the above furnished details are true to the best of my knowledge.

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