Ekta Nathani
Customer Service Executive
Andheri
Summary
Experienced customer service representative adept at meeting and exceeding productivity goals. Proficient in problem-solving to quickly address issues. Exhibits professionalism, patience, and efficiency to prevent customer dissatisfaction and build loyalty.
Overview
6
6
years of professional experience
2014
2014
years of post-secondary education
3
3
Languages
Work History
Sales Executive
Tech Mahindra
08.2022 - 01.2023
- Company Overview: Client - Telecom service provider - 3
- Strong ability to take initiative and confidently direct customer interactions
- Interact with business customers and fulfill their requirements
- Ability to work in self-directed way.
- Actively seek out new sales opportunities to business customers
- Used to guide them through the contract information and summarize the calls in regards to their plans and gadget information with the availability of discounts and offers available to them.
- Client - Telecom service provider - 3
Sr. SME
Barclays
05.2021 - 04.2022
- Company Overview: (UK chat process Pune location)
- Looked after a team of 15 people with the given tasks.
- Helped them to achieve their targets, schedule adherence,quality.
- Taken sessions with selective topic to understand the process and implement in their communication with our customers.
- Audit checks and live monitoring to understand their quality of responses and area of improvements.
- Interact with Senior Management to understand the business requirements and betterment of customer experiences. Shared my inputs with some presentation and explanation.
- (UK chat process Pune location)
Senior Customer Executive
Teleperformance
03.2019 - 03.2021
- Company Overview: Process – Barclays Bank PLC. (UK Chat Process)
- Addressing customer service inquiries in a timely and accurate manner.
- Give accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Cross-trained over 50 staff members in six months as an SME.
- Achieved customer satisfaction rating of more than 95% within 6 months exceeding corporate target.
- Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.
- Process – Barclays Bank PLC. (UK Chat Process)
Senior Executive
Wipro Limited
05.2017 - 03.2019
- Company Overview: Process – Delta Airlines. (US Process)
- Resolving customer requests and complaints frequently requiring analysis of situations to determine the best use of resources.
- Greeting customers with kind and courteous customer service through email and chat. if they need help with the kiosk checking in, checking in baggage at the counter, or just questions about what can be taken through security.
- Resolving inflight issues, airport, Irop flights and staff attitude.
- Refunds and compensations.
- Taken chats for 3 months for flight reservations and navigation for Airport services.
- Process – Delta Airlines. (US Process)
Education
SSC -
Maharashtra State Board
HSC - Arts
RD National College
Skills
Customer engagement
Systematic problem-solving
Process optimization
Team Management
Floor Support
Microsoft Excel
Microsoft Word
Microsoft PowerPoint
Process Improvement
Timeline
Sales Executive
Tech Mahindra
08.2022 - 01.2023
Sr. SME
Barclays
05.2021 - 04.2022
Senior Customer Executive
Teleperformance
03.2019 - 03.2021
Senior Executive
Wipro Limited
05.2017 - 03.2019
HSC - Arts
RD National College
SSC -
Maharashtra State Board
Languages
English
Hindi
Sindhi
Personal Information
- Date of Birth: 07/29/97
- Nationality: Indian
- Marital Status: Unmarried