Jan 2020 – Present · 6 yrs 5 mos · lucknow

• Handling chats

Jan 2019 – Jun 2022 · 3 yrs 5 mos

• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company.
• Assist customers as needed with setting up and navigating programs or software associated with a product or service.
• Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
• Excellent customer management skills.
• Maintaining positive relationships with customers.
• Support post sales, customer onboarding / hand holding, handling the software-based clients end to end processes from data collection to filing.
• Be the bridge between the Service delivery team and the Tech/ product team by handling all queries.
• Handle all tickets raised by clients internally / externally and work towards fastest TAT.
• Regularly collect feedback from clients and work towards implementing the feedback shared.

Jun 2018 – Nov 2019 · 1 yr 5 mos · Greater Lucknow Area

• Working as a Project Associate

Jun 2018 – Oct 2019 · 1 yr 4 mos

• Projects Handling (Aawas Housing Loan, Shubham Loan, Indian Oil Petroleum) Data Search and Modification.
• Call Auditing of the Team.
• Calling clients to Sign up for the Railway Fooding (Oye Sewa).

Nov 2013 – Mar 2018 · 4 yrs 4 mos

• Answer incoming customer phone calls and take appropriate action for each call.
• Maintain customer satisfaction ratings based on explicit criteria set forth by the company.
• Attend mandatory training sessions to stay updated on product or company policy changes.
• Use company policies to determine if there can be an immediate resolution to a customer issue or if that issue requires managerial input.
• Input data into the company computer platform to keep each customer record updated.

Oct 2013 – Mar 2018 · 4 yrs 5 mos · Greater Lucknow Area

• 4 yrs 4 mnths experience ( outbound & inbound process)
• PAN India calls answered.