Customer Service Management

SAGARIKA BANERJEE

Mobile: +(91-974*******, 798*******

Email: **************@*****.***

PERSONAL DETAILS

Address: H-8, Shanti Apartment, Flat No:C-3, Pubali, Aswininagar, Baguiati, Kolkata-700159, India

Gender: Female

Nationality: Indian

Marital Status: Single

Date of Birth: 12-10-1991

CAREER SNAPSHOT

Results-driven and customer-oriented professional offering more than three years of cumulative experience in Customer Relationship Management, Process Improvement, Issue Resolution, Operations, and Quality Assurance verticals

Outstanding working expertise in developing strong customer relationship leading to improved retention increased business productivity and profitability

Hands-on experience in setting up new processes and policies, managing processes, and accomplishing Customer Delight while ensuring compliance with quality standards, Operational Cost Optimization

Proven success in managing customer service operations and internal & external customer requirements to accomplish corporate plans & goals

Deft in managing the product support operations to ensure that pre-determined customer service level expectations are met/exceeded within established after-sales industry guidelines

Adroit at delivering excellent customer service at all times and ensured to exceed expectations of the set standards

Exposure and insight gained in serving as the primary point of contact for the management on administrative matters and ensuring the KPI’s are met on a timely basis; excellent customer service skills, including maintaining focus on the customer issue in a fast-paced environment

CAREER TRAJECTOR

WNS Global Services (P) LTD, India - Knowledge Process Outsourcing (KPO) Apr 2017 – Till date

Senior Associate

Key Deliverables:

Involving in direct contact for the policy holder in case of any misguided claims and queries

Handling data entry and client support

Creating claims after receiving claims notification forms(CNF)

Investigating the cases based on fraudulent activities

Weighting the cases according to the fraud involvement

Assigning appropriate governing body (solicitor)

Processing through delegated authority(DA)

Updating the premiums for the members received

Updating client details on the insurance portal

Comparing and calculating premiums on monthly basis according to the salary

Updating new entrant to the scheme

Maintaining excel for both policy holders and clients queries and details

Arranging payments for the premiums team

Cash allocation for the respective members

Overseeing all facets of the operations to achieve and sustain high customer service standards

SCHOLASTICS

Master of Business Administration in Banking Management and International Trading from American Accreditation Council of Business Education (NIBM), India – (2015-2018)

Diploma in Business Administration from American Accreditation Council of Business Education (NIBM), India – (2014-2015)

Bachelor of Science in Economics from University of Calcutta, India - 2014

TECHNICAL SKILLS

Microsoft Office Suite, Auto CAD, Tally, C & Java Programming Languages

CORE COMPETENCIES

Customer Service Management

Operations Management

Process Improvement

Quality Analysis

Workflow Management

Issue Resolution

Reports Management

Implementing-Market Strategies

Competitor Analysis

Escalation Management

Administration Management

Team Management

Complaint Resolution

Conflict Management

Strategic Planning

References are available on request

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