ad0s8d@r.postjobfree.com

966-***-****

Hyderabad, Telangana, India

Rekha Chaitankar

Customer Service Specialist/Lead

SUMMARY

15+ years of experience in providing customer service in e-commerce and banking domains. Awarded Best PRR (Positive Response Rate) award in Feb 2017 by Amazon, India. Recognized for customer service & communication skills with multiple awards at ICICI. IBM certified customer engagement specialist (2021) & Certified People Management Analyst from Wharton School Business, Univ. of Pennsylvania (2021).7 years of experience as a Retail business Owner as an entrepreneur. This counts my total experience is to be 20+years.

CORE COMPETENCIES

Problem Analysis, Problem solving, Customer centric approach, Adaptable, Risk Management, Proactive, Time management, Team Management, Training, Account management, Marketing.

TOOLS

CRM/Ticketing Software

Siebel, Logistics, Confluence, Jira, Salesforce, Open Banking API

Chat Software

LiveChat, Intercom, Zendesk, Whatsup, Slack

Email Management/Video Conferencing

Microsoft outlook, Slack, Cisco Webex, Chime

Call Centre Software

IVR, chat bot.

AWARDS

Best Caller, Star of the Month, Best Performer (Kaira), Sales Topper (Kaira), Best PRR(Amazon).

EXPERIENCE

Revolut Ltd Customer support March 23 to till date

Revolut is a global neobank and financial technology company that offers banking services. Revolut Bank UAB is licensed and regulated by the Bank of Lithuania within the European Union.

Assisting Retail banking customers with reference to transfers related queries.

Provide assistance, guidance, and solutions to customers regards to their banking accounts.

Involved in issue resolution, product knowledge, account management, compliance and regulations, problem prevention.

Escalate complex issues to appropriate departments for further investigation and resolution.

Customer Service Consultant NAF Inc. August 2020 – December 2022

NAF is a startup B2B e-commerce platform that has been powered by the CS-cart system. NAF focuses on attracting regional and national level vendors of Saudi Arabia and help facilitate sales of their products.

Trained the sales & customer support teams involved engaging with customers through various communication channels, including phone, email, chat, or in-person interactions.

Perform, Research, analysis, and document customer support policy & procedure manuals to set up customer support team. The developed policies focused on team management, empathy cultivation, conflict resolution, negotiation, & de-escalation skills

Contributed to development of standardized metrics for employee’s performance. These metrics focused on analyzing performance in adherence to implementation of best practices defined in policies & procedures manual.

As a lead for real-time monitoring was ensuring that systems, processes, or projects are constantly observed and analyzed to identify and address issues promptly.

Branch Manager Kaira Fashions December 2018 – July 2020

Kaira is a fashion label spread across the states of A.P., Telangana, Karnataka, Maharashtra and Gujarat. Most Indian brands get limited to ethnic side of it, Kaira is constantly weaving it way to amalgamate the Indian aesthetics with western styles.

Lead a team of twenty members to maximize sales of designer merchandise by implementing performance goals

Handling team at the ware house regarding distribution of stock at various branches in Pan India.

Managed financial & real-estate transactions & reported to corporate headquarters

Trained employees in IT systems related to sales records

Provided regular coaching to the staff to meet the assigned targets as set by the Kaira leadership

Retail businesses need to adhere to regulations related to consumer protection, safety standards, product labeling, data privacy, and more.

The potential risks were identified with their impact, then we were categorizing the risks and developing mitigation strategies.

In risk mitigation measures we consider operational risks, financial risks, security risk, legal & compliance risks

Stay compliant with regulations, maintain accurate records, and have legal counsel for guidance.

Customer Service Specialist Amazon India (Pvt) Ltd August 2016 – November 2018

Amazon is an American multinational technology company based in Seattle, Washington, which focuses on e-commerce, cloud computing, digital streaming, and artificial intelligence.

Achieved award for quality service (PRR – Positive Response Rate) as quantified by customer responses.

Effectively managed schedule to resolve on demand high volume service requests

Collaborate with cross functional departments, technical team and customer service teams to ensure excellent customer service.

Resolved customer complaints related to placement, delivery, refund, and cancellation of products

Demonstrated empathy & patience to consistently provide superior customer service for fast resolution of customer concerns.

Coordinated with supervisor to manage high volumes of customer queries by efficiently managing work schedule.

Vaishnavi Super Mart Business Advisory December 2011 – July 2016

Was entitled to sell consumable goods directly to consumers for their personal use or consumption. It was into distribution chain, connecting manufacturers, wholesalers, and producers with the end consumers. The business was operating in a physical store.

Products: Industry offers wide range of products which includes consumer goods.

Customer facing: Interacted directly with customers, focusing on delivering a positive shopping experience.

Inventory Management: Managing inventory is crucial business to ensure products are available when customers want to buy. It involves tracking stock levels, restocking, and avoiding overstock or stockouts.

Pricing Strategies: we had various pricing strategies, such as competitive pricing, value-based pricing, and discounts, to attract customers and maximize revenue.

Customer Experience: Delivering a positive customer experience is essential. So we were factoring on store layout, customer service, easy checkout processes, and providing personalized recommendations.

Regulations and Compliance: we were adhering to regulations related to consumer protection, safety standards, product labeling, data privacy, and more.

Risk management play as very important key roles. The potential risks were identified with their impact, then we were categorizing the risks and developing mitigation strategies.

In risk mitigation measures we consider operational risks, financial risks, security risk, legal & compliance risks

Legal and Compliance Risks: Stay compliant with regulations, maintain accurate records, and have legal counsel for guidance.

ICICI Bank Limited Team Lead-Customer Service February 2003 – November 2011

ICICI Bank Limited is one of the largest and most prominent private sector banks in India. It offers a wide range of financial products and services to individuals, businesses, and corporate clients. Cited in excellence for customer service and communication skills with multiple awards.

Demonstrated leadership in maintaining standards for information management and process compliance.

Mentored 30+ member teams as a Team Lead for providing customer service specific to Home Loans and collections.

Successfully implemented de-escalation and conflict resolution strategies to address customer concerns.

Resolved customer issues using both voice (telephonic) as well as non-voice (e-mail, chat) modes.

Mentored a 10-member team on Canadian banking system to provide NRI specific customer service.

EDUCATION

B.SC. OSMANIA UNIVERSITY HYDERABAD, INDIA. 1997

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