Customer Service Representative

Afrin Ali

Email:******.******@*****.*** Cell number: 781-***-****

PROFESSIONAL HIGHLIGHTS

● 16 yearsofexperienceasacustomerserviceprofessionalwithprimaryfocusonservicedeliveryin various domains such as taxation,insurance,finance,telecom,credit cards and employment background checks

● Proven multitasking abilities that help provide excellent customer service in a timely manner

● Highlyskilledintrainingjunioremployeesinsoftskillsandbusinessdomainssuchasinsuranceand telecom

● Strong experience in building customer relations that help drive business results and increase profitability

● Excellent team player empowering teams to collaboratively achieve business goals EDUCATION

Bachelor Degree in Accountancy, Chatrapati Shahu Maharaj University– Kanpur, India 08/2007 TECHNICAL EXPERTISE

OperatingSystems:Microsoft Windows all flavors

Tools:

CRM Software:

MS Office (Word, Power Point, Excel, Outlook),

Sales Force

Work History:

Customer Service Representative, 04/2016 to 12/2023 Tata Consultancy Services (TCS) – Mumbai, India

● Enhanced customer satisfaction by promptly addressing concerns and providing accurate information

● Resolved customer complaints with empathy, resulting in increased loyalty and repeat business

● Collaborated with team members to develop best practices for consistent customer service delivery

● Developed strong product knowledge in insurance and background checks to provide informed recommendations based on individual customer needs

● Exceeded performance metrics consistently, earning recognition as a top performer within the team

● Provided coaching and mentoring to new hires, contributing to their successful integration in the team

● Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels

● Improved communication between departments by facilitating interdepartmental meetings focused on problem solving strategies for common issues affecting customers experiences Afrin Ali

Email:******.******@*****.*** Cell number: 781-***-**** Background Screening Analyst (pre-employment background screening for US companies): 04/2012 to 12/2015

Sterling Backcheck: Mumbai, India

● Improved client satisfaction rates by delivering timely and accurate background screening results

● Supported continuous improvements initiatives within the department through active participation in meetings, workshops and training sessions

● Utilized advanced search techniques and databases of various US states to locate hard-to-find information on individuals during the background check process

● Verified employment history, criminal history, and educational credentials providing clients with the necessary information to make informed hiring decisions.

● Advocated for staff members, helping to identify and resolve conflicts

● Co-ordinated with global vendors and partners to obtain required documents for international background checks to ensure well informed and accurate results

● Performed quality assurance reviews of completed background checks to verify accuracy and identify areas of improvement in future screenings

● Collaborated with managers to identify and address employee relations issues

● Continuously updated knowledge on relevant laws and regulations pertaining to background screening practices ensuring full compliance at all times Chat Support Representative(Wirefly Chat Process),07/2007 to 12/2009 Respondez BPO Private Ltd. – Mumbai, India

● Conducted thorough research to provide accurate information ensuring prompt resolution of customer concerns

● Assisted customers with order placement, product returns and order tracking

● Maintained extensive knowledge of company policies, procedures and offerings to effectively address customer needs

● Provided excellent customer care by responding to requests assisting with product selection and handling ordering functions

Credit Card Customer Representative, 04/2005 to 10/2005 Transworks Information Services – Bengaluru, India

● Developed and maintained tracking process for plastics and cardholder agreements to support business objectives and projected credit card volumes

● Delivered exceptional customer service to each customer by leveraging extensive knowledge of products and services and creating welcoming positive experiences

● Contributed to fraud prevention efforts by diligently monitoring accounts for suspicious activity and promptly taking appropriate actions when necessary

● Enhanced customer satisfaction by efficiently addressing and resolving credit card issues

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