SPECIAL CAPABILITIES

• Assisted customers with their queries and problems by phone and e-mail
• Established and maintained contacts with new and existing customers as per the direction of the supervisor
• Forwarded important and serious matters to the seniors.

            •           Transferred urgent calls to the required departments quickly and accurately.

            •           Handled  escalated calls  for  almost 6 months.

            •           Provided customer satisfaction in timely manner

            •           Handled customer’s billing inquiries

            •           Responded promptly and answered/resolved customer inquiries and complaints.

            •           Investigated and resolved service issues and/or product problems.

            •           Managed customers’ database accounts, performed customer verification and processed applications, orders and requests.

            •           Worked with administration: forwarded requests and unresolved issues to the designated resource by communicating and coordinating with internal departments.

            •           Kept records of customer interactions and actions taken, including – transactions, comments, inquiries and complaints.

            •           Supplied customers with written responses and information and followed up on customer communications.

Developed the customer service policy for the organization: Developed customer service procedures, performance level and QA standards for the organization.

            •           Evaluated changing factors frequently to achieve high customer satisfaction level.

            •           Analyzed statistics and other data to determine the level of customer service performance achieved by the team.

            •          Adaptable Data Analyst skilled in recording, interpreting and analyzing data in a fast-paced environment. Advanced proficiency in all aspects of Excel. Experienced in preparing detailed documents and reports while managing complex internal and external data analysis responsibilities