ABHILASHA SINGH
Customer Service
Mumbai
Summary
Dedicated customer service professional with 7 years of experience excelling in providing top-notch support and efficiently resolving customer issues. Skilled in handling escalations, maintaining detailed records, and utilizing CRM systems to enhance customer satisfaction and operational efficiency. Proven ability to lead teams, coordinate cross-functional efforts, and deliver training to elevate service standards. Committed to cultivating positive customer relationships and driving ongoing process enhancements.
Overview
9
9
years of professional experience
2013
2013
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Assistant Manager Customer Service
AMBIT FINVEST PRIVATE LIMITED
12.2022 - Current
- Handled customer inquiries via phone & email providing prompt and accurate responses.
- Maintained daily records of service requests and complaints through MIS, ensuring proper follow-up.
- Coordinated with internal teams and branch offices to resolve customer issues efficiently.
- Managed customer escalations and provided timely resolutions, including regulatory (e.g., RBI) cases.
- Assisted in preparing service reports to monitor team performance and improve customer experience.
- Provided on-the-job process training to new team members
- Escalated unresolved issues to the appropriate departments and ensured timely closure.
Assistant Manager Customer Service
DIGIKREDIT FINANCE PRIVATE LIMITED
06.2018 - 11.2022
- Created and maintained customer service reports that provided insights into customer service performance and customer feedback
- Developed customer service scripts that improved customer service representatives' ability to handle customer inquiries
- Coordinated with Partner and branches for queries and escalation
- Handled RBI Escalation and given resolution on time
- Provided Calls Quality feedback to representatives for better improvement
- Maintain Daily Customer Service Tracker (MIS)
- Handling Audit Queries
- Provided process training to the representatives.
- Weakly Team Review
- Calls Quality feedback
Sr Tellecaller Officer into Collection Department
HDB FINANCIAL SERVICE LTD
01.2016 - 06.2018
- Conducted outbound calls using provided data and performed timely follow-ups with customers to ensure payment collection and account resolution
- Ensured timely recovery of outstanding customer payments through consistent follow-ups and effective communication strategies
- Maintained and updated comprehensive trackers for customer payments and outstanding balances to support accurate financial monitoring
- Coordinated with field executives to facilitate and verify customer payments, ensuring smooth collection processes
Education
B.com - COMMERCE
Mumbai University
Mumbai, India01-2013
HSC - COMMERCE
Maharashtra Board
SSC - GENERAL
Maharashtra Board
Skills
Customer Relationship Management (CRM)
Effective Communication
Problem Solving and Conflict Resolution
Complaint Handling and Escalation Management
Active Listening
Time Management and Multitasking
Team Collaboration and Coordination
Process Improvement
Technical Proficiency (eg, Salesforce, Simplify360,)
Adaptability and Stress Management
Interests
Listening Music
Movies
Personal Information
- Date of Birth: 01/14/91
- Gender: Female
- Marital Status: Single
Certification
DRA Certified
Timeline
Assistant Manager Customer Service
AMBIT FINVEST PRIVATE LIMITED
12.2022 - Current
Assistant Manager Customer Service
DIGIKREDIT FINANCE PRIVATE LIMITED
06.2018 - 11.2022
Sr Tellecaller Officer into Collection Department
HDB FINANCIAL SERVICE LTD
01.2016 - 06.2018
HSC - COMMERCE
Maharashtra Board
SSC - GENERAL
Maharashtra Board
B.com - COMMERCE
Mumbai University