Delivering Excellence: Seasoned Customer Service Professional Driving Satisfaction and Process Optimization
Experienced and dedicated Senior Customer Service Representative with a robust background in enhancing customer satisfaction through effective communication and problem-solving skills. With a proven track record spanning from Yaya Creations.inc (Efavormart.com) to Concentrix (Amazon.co.uk), adept at identifying and evaluating opportunities for process improvement and ensuring optimal customer experience. Skilled in mentoring new representatives, handling escalated issues, and maintaining process metrics to meet company standards. Proficient in analyzing customer needs, providing concrete solutions, and implementing training initiatives to enhance team performance.
At Yaya Creations.inc, demonstrated expertise in team support and customer service management by assisting the sales team, analyzing customer needs, and ensuring adherence to company policies. Handled escalated calls with professionalism and maintained outbound call reports efficiently.
During tenure at Concentrix, excelled as a Temp Quality Analyst, focusing on identifying and resolving chats failing to meet standards. Played a pivotal role in problem resolution root cause analysis and implemented procedural enhancements to ensure process consistency and reduce disputes. As a Senior Customer Service Representative, provided comprehensive client support on Pre-Post Delivery services, maintained quality interactions, and mentored new representatives to achieve productivity targets while upholding quality standards. Ensured compliance with various process metrics including CSAT, Quality, NRR, Concessions, and Compliance, consistently achieving 100% customer satisfaction.
Education credentials include a Master of Arts in Psychology and a Bachelor's in Arts (Literature) from IGNOU, along with a commerce background from Sevti Devi Memorial Sr. Secondary Vidya Mandir, New Delhi. With a blend of academic excellence and practical experience, poised to contribute effectively to customer service excellence and organizational success.