Customer Service Support
Resume:
Work History
Business Head
Jyoti
Sehgal
Contact
Address
Gurgaon, HR, 122002
Phone
*********@*****.***
http://linkedin.com/in/jyoti-
s-82b03aa2
Skills
Project Management
Staff Management
Strategic planning
Flexible and Adaptable
Problem-Solving
Spoken & Written
Communication
Organization and Time
Management
Creative merchandising
Project planning and
development
Project Management
Team Bonding
Business Head with in-depth understanding of Travel (Passenger & Cargo) business, best practices and strategies. Offering 17 years of progressive experience in Banking & Travel domain, keeping customer's as a top priority.
Experienced in setting, monitoring and managing strategic and tactical business plans focused on enabling sustained growth and improving performance with a good sense of customer and People management. Successful at developing teams, strengthening operational plans and motivating department leaders to optimise business for a dynamic and challenging marketplace.
Forward-thinking and hardworking with a tenacious and energetic mindset. Exceptional oral and written communication, critical thinking and complex problem-solving abilities. Multi-tasking Manager well-known for creating positive workplace culture and high-performing teams. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Business Head
Cargoflash India Pvt Ltd, Gurgaon, Haryana
Built and strengthened relationships with industry partners to drive growth.
Cultivated long-term relationships through focused effort on customer's unique needs and finding best solutions.
Established clear and competitive goals, growth
roadmaps and strategic business plans.
Participated in monthly training on latest technology trends and products in industry.
Managed and organized internal communication to
hold staff accountable to priorities.
Recruited and developed employees for Type
Distribution & Charter Project.
Trained and developed personnel to improve
employee relations and resolve all type of issues. Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Developed detailed plans based on broad
guidance and direction.
2020-08 -
Current
Software Development
Lifecycle
Understanding of Figma
Business Process Design
Decision Making
MS Office
Teambuilding
Teamwork and
Collaboration
Active Listening
Attention to Detail
Excellent Communication
Cultural Awareness
Languages
Hindi
English
Established team priorities, maintained schedules
and monitored performance.
Evaluated employee performance and conveyed
constructive feedback to improve skills.
Assisted in organizing and overseeing assignments to drive operational excellence.
Launched quality assurance practices for each
phase of development
Managed senior-level personnel working in
marketing and sales capacities.
Cultivated positive rapport with fellow employees to boost company morale and promote employee
retention.
Corporate Manager Commercial
Group Concorde, Gurgaon, Haryana
Increased customer satisfaction by resolving issues. Prepared variety of different written
communications, reports and documents.
2020-02 -
2020-08
Direct Account Representative-Manager
American Express Global Business Travel, Gurgaon, Haryana
Developed and maintained relationships with
customers and suppliers through account
development.
Identified, analyzed and interpreted trends or
patterns in complex data sets.
Used statistical methods to analyze data and
generate useful business reports.
Participated in requirements meetings to understand business needs.
2018-06 -
2019-01
Customer Service Associate
British Airways PLC, Gurgaon, Haryana
Developed and actualized customer service
initiatives to decrease wait times.
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Helped large volume of customers every day with
positive attitude and focus on customer satisfaction. Collected customer feedback and made process
2014-01 -
2018-03
changes to exceed customer satisfaction goals.
Resolved concerns with products or services to help with retention and drive sales.
Maintained customer satisfaction with forward-
thinking strategies focused on addressing customer needs and resolving concerns.
Responded to customer calls and emails to answer
questions about products and services.
Informed customers about special promotions and
provided detailed information for various products. Improved customer satisfaction ratings by
addressing issues and fostering timely resolution. Provided primary customer support to internal and
external customers.
Recommended products to customers, thoroughly
explaining details.
Clarified customer issues and determined root cause of problems to resolve product or service
complaints.
Updated account information to maintain customer
records.
Answered customer telephone calls promptly to
avoid on-hold wait times.
Responded to customer requests for products,
services and company information.
Credit Analyst
American Express Banking Corporation, Gurgaon,
Haryana
Assessed credit risk and analyzed financial
statements.
Improved understanding of financial statements,
which helped in assessing risk.
Reviewed customer files on regular basis to make
sure receivables were in sound condition.
Performed credit reviews on corporations to assess financial conditions.
Conducted financial review of customer lines of
credit by assessing company financials and initiating credit application reviews.
Placed customer accounts on hold due to past due
payments.
2009-09 -
2012-12
Analyzed customer data such as financial
statements to determine level of risk involved for extending credit.
Contacted customers and requested financial
documentation.
Controlled credit exposure by providing financial
order management support to minimize risk and
obtain timely payment.
Made decisions and recommendations about
extending lines of credit.
Customer Service Executive
Hsbc Hdpi, Hyderabad, Andhra Pradesh
Employed comprehensive benchmarks to establish
and monitor customer service standards.
Corresponded with delinquent customers to collect
payments and make billing arrangements.
Delivered exceptional training and hands-on
motivation to team members to enhance customer
satisfaction.
Assessed customer service trends and evaluated
complaints to determine areas in need of
enhancement.
Made reasonable procedure exceptions to
accommodate unusual customer requests.
Evaluated interactions between associates and
customers to assess personnel performance.
Described product and service details to customers to provide information on benefits and advantages. Asked open-ended questions and researched issues
in system to resolve various customer billing errors. Provided company information and policies to
customers upon inquiry and answered questions via
phone, email or online chat.
Maintained customer satisfaction with forward-
thinking strategies focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to
avoid on-hold wait times.
Recorded account information to open new
customer accounts.
Offered advice and assistance to customers, paying 2005-09 -
2009-12
Education
Interests
attention to special needs or wants.
Recommended products to customers, thoroughly
explaining details.
BSS: Computer Science
GGSIPU - Delhi
2000-08 -
2004-08
XII: Arts With Computer Science
JD Tytler School - Delhi
1997-10 -
2000-03
Travel
Food
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