APOORVA GOLE
Mumbai
Summary
Driven with experience as primary point of escalation for high-level client questions, needs, wants and complaints. Passionate about delivering superior interactions with customers by hearing issues, requirements and requests to provide first-class customized solutions. Dedicated to identifying trends by analyzing customer records, purchases, inquiries and complaints to develop rapid solutions.
Overview
4
4
years of professional experience
Work History
Customer Service Representative
SITEL (TRAINLINE)
07.2019 - 02.2020
- Dealing with UK Customers on Inbound call.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Along with that maintaining AHT and NPS.
- Developed strong relationships with clients, resulting in increased customer loyalty and repeat business.
Customer Service Representative
Concentrix(J.P MORGAN CHASE)
02.2021 - 09.2021
- Dealing with US customer base for there consumer accounts.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Utilized customer service software to manage interactions and track customer satisfaction.
Sr Customer Service Representative
American Express
05.2022 - 12.2022
- Handling Corporate Credit Cards for established organization.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Maintained up-to-date knowledge of credit card products, services, and policies to provide accurate information to customers.
- Improved customer loyalty with exceptional service, leading to an increase in account retention rates.
- Consistently met or exceeded performance metrics for call quality, resolution time, and customer satisfaction ratings.
Deputy Manager
Yes Bank
03.2023 - 12.2023
- Handling UHNI Clients PAN India as well as overseas.
- Implemented new systems for tracking key performance indicators, resulting in improved decision-making capabilities.( Vision Pulse Software also known as black screen)
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Developed strong relationships with stakeholders to facilitate smooth communication and project completion.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Excellent communication skills, both verbal and written.
- Cross-trained existing employees to maximize team agility and performance.
Education
SSC -
R.M Bhatt High School
Mumbai 03.2014
HSC - Arts
Guru Nanak Khalsa College
Mumbai 02.2016
Bachelors Program in Business Management - Tourism And Travel Management
Mangalam School of Management
Delhi, India06.2023
Skills
- Computer/Technical skills
- Communication skills
- Problem-solving abilities
- Positive attitude
- Self-management
- Abilities to take responsibility/challenges
Languages
English
Hindi
Marathi
Hobbies and Interests
- Dancing
- Music
- Traveling
Timeline
Deputy Manager
Yes Bank
03.2023 - 12.2023
Sr Customer Service Representative
American Express
05.2022 - 12.2022
Customer Service Representative
Concentrix(J.P MORGAN CHASE)
02.2021 - 09.2021
Customer Service Representative
SITEL (TRAINLINE)
07.2019 - 02.2020
SSC -
R.M Bhatt High School
HSC - Arts
Guru Nanak Khalsa College
Bachelors Program in Business Management - Tourism And Travel Management
Mangalam School of Management
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