Customer Service Manager

SILKEY JAIN

A well-trained and highly organized Customer Service Manager with

more than three years of experience who provides high-quality customer service and satisfaction at or above company standards. Skilled at transforming customer feedback into actionable insights that drive revenue, increase customer loyalty, and improve processes. EXPERIENCE

JUN 2022 – DEC 2022

SR. CUSTOMER SERVICE REP, Cubic Transportation Systems.

• Answers all incoming fare media phone calls from customers

• Provides service to customers who require assistance with issues involving their fare media cards and accounts.

• Responsible for providing professional, knowledgeable and courteous call support to all cardholders, patrons and transit operators.

• Processes all e-faxes and emails inquires

• Performs all assigned tasks as quickly and accurately as possible

• Follows all established policies, procedures and written/verbal instructions

• Ensures all assigned issues are updated and resolved as efficiently and as quickly as possible

DEC 2018 – APR 2022

ONLINE CUSTOMER SERVICE MANAGER, 60MONTHLOANS, INC.

• Resolve 300+ weekly customer inquiries via phone and email, consistently exceeding targets Pioneered development of improved system for following up with unsatisfied customers, reducing customer churn by 10%

• Trained and mentored 4 new employees on conflict resolution, slack, and Internal CRM

• Proposed more efficient call script to reduce average customer handling time, which was well- received and implemented by management

• Achieved 97% average customer satisfaction rating to date, surpassing team goal by 15%

SILKEY JAIN

MAY 2016 – PRESENT

DOOR TO HUMANITY (CO-FOUNDER), NON-PROFIT ORGANIZATION

• A non-profit organization designed to focus on growth and education of kids

• Counseling and mentoring to help children and youths learn the skills to help foster culture and social arts

EDUCATION

BACHELORS OF COMMERCE, DEVI AHILYA VISHWAVIDYALAYA (DAVV), INDORE, INDIA SKILLS

§ Excellent Organizational and

Interpersonal Skills Attention to details

§ Excellent Communicational Skills fully

fluent bi-lingual English, Hindi, verbal

and written

§ Dependable Team Player § MS office suite, MAC

§ Strong work ethics § Time management skills

§ Outstanding Customer Service

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