Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Moumita Mondal

Senior Service Specialist
Mumbai

Summary

Experienced customer service professional with a career spanning from Customer Service Executive to Senior Specialist. Skilled in managing customer and vendor interactions with strong persuasion and communication abilities. Adept at leading teams, maintaining a deep understanding of processes and effectively engaging with a wide range of customer profiles. Committed to delivering high-quality service and driving continuous improvement in operations

Overview

8
8
years of professional experience
4
4
Languages

Work History

Customer Service Executive

Hexaware Technologies
09.2019 - Current
  • Managed customer enquiries and escalations through email, ensuring prompt and effective resolution
  • Created and maintained internal reports using Excel to support operational efficiency
  • Handled inbound emails and customer service interactions from the Singapore region with accuracy and professionalism
  • Conducted audits for inbound and outbound calls; provided structured feedback to enhance team performance and service standards
  • Liaised with service network partners across India for timely updates and follow-ups on service-related matters
  • Worked closely with automation teams to define requirements and test solutions aligned with process improvements
  • Performed daily operational tasks such as system updates, document verification and sharing necessary documentation with clients for refunds. Tracked and managed all cases until closure
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
  • Trained new personnel regarding company operations, policies and services
  • Reduced customer complaints with thorough analysis of call center data, identifying trends and making recommendations for improvements

Team Coach

Zelican Technologies Pvt. Limited
08.2017 - 07.2019
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of emails while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Promptly responded to inquiries and requests from prospective customers.
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.

Education

Bachelor of Arts -

Maharaja Agrasen Himalayan Garhwal University
Uttarakhand
04.2001 -

High School Diploma -

Banipur Baniniketan Girls High School
Kolkata, India
04.2001 -

Skills

    Customer Relationship Management

    Handling Complaints and Resolving Issues

    Escalation Control

    Delivering Excellent Customer Service

Accomplishments

  • Mentored new customer service representatives in telephone etiquette and problem-solving techniques, boosting their confidence and enabling them to handle calls effectively within days of joining
  • Created a new telephone script that received positive feedback from customers and was subsequently adopted by management for use across the entire department
  • Awarded the Rising Star Certificate in FY 2022 and 2023 for exceptional performance and demonstrating consistent growth and impact

Timeline

Customer Service Executive

Hexaware Technologies
09.2019 - Current

Team Coach

Zelican Technologies Pvt. Limited
08.2017 - 07.2019

Bachelor of Arts -

Maharaja Agrasen Himalayan Garhwal University
04.2001 -

High School Diploma -

Banipur Baniniketan Girls High School
04.2001 -

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Moumita MondalSenior Service Specialist