Surbhi Singh
Customer Support Executive
Mumbai
Summary
Enthusiastic Senior Customer Service Representative with more than 2 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with customers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
1
1
year of professional experience
2
2
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Senior Customer Service Representative
Concentrix
Pune
01.2023 - 02.2024
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Established strong rapport with customers, fostering long-term relationships and repeat business.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
- Maintained up-to-date knowledge of product and service changes.
- Addressed escalated issues with diplomacy and tact while finding resolutions that satisfied both the client''s concerns and company interests.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Customer Support Executive
Cognizant Technologies Solutions
09.2022 - 12.2023
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
- Listened to customers' questions and concerns to provide answers or responses.
- Provided excellent customer service by efficiently resolving issues and responding to inquiries.
- Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.
- Mentored junior team members to enhance their skills and improve overall team performance.
- Personalized customer interaction strategies, leading to increased engagement and satisfaction.
- Track record for handling 40+ interactions per day from customers.
- Handled both inbound and outbound calls and chats.
Education
MBA - Marketing Management
Trinity Institute of Management
Pune, India 06.2021 - 06.2023
Skills
Trend detection and analysis
Data reconciliation reporting
Complaint handling
Complaint resolution
Effectively Utilizing Service No
Multitasking Abilities
Certification
Management Development Programme
Timeline
Senior Customer Service Representative
Concentrix
01.2023 - 02.2024
Customer Support Executive
Cognizant Technologies Solutions
09.2022 - 12.2023
Management Development Programme
06-2022
MBA - Marketing Management
Trinity Institute of Management
06.2021 - 06.2023
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