Experience

Zell Education

• India
• Education Administration Programs
• 100 - 200 Employee

• Sr.Customer Success Mentor

  • Nov 2022 - Present



Seniority by HCAH

• India
• Retail
• 1 - 100 Employee

• • Jul 2017 - Nov 2021

  Organize and execute 20 days training for the new joiners Conducting Induction along with the HR for the new joinersPrepare and update the process SOP document and PPT on a regular basisCo-ordinate with internal and external teams to understand any change in the process Cascade any important information to the customer support team Be a part of the team briefings along with the team manager and SME’s Conduct Certification test Organize mock sessions before certificationConduct a product knowledge test every fortnight with the agents Be on floor with the agent while the OJT is conducted Tools- Magento, Vinculum, kapture, Zoho, Fresh Desk, PayU biz, RazorPay, Sparktg, Messenger People, Bag-a-chat, Yellow Messenger, Google Drive, Ms office, etc Show less

• • Jan 2017 - Jul 2017



VoxPop.com (Bio World Merchandise)

• Mumbai Area, India

• SME

  • Jun 2016 - Dec 2016

  - Attending customer queries on emails and calls. - Looking into customer complaints and follow ups to provide resolution to the customer - Strong internal follow up with the operations and other department - Provide process and system training to new joiners - Conducting refresher trainings for the CS team - Tools – Exotel, Fresh Desk, Magento etc - Attending customer queries on emails and calls. - Looking into customer complaints and follow ups to provide resolution to the customer - Strong internal follow up with the operations and other department - Provide process and system training to new joiners - Conducting refresher trainings for the CS team - Tools – Exotel, Fresh Desk, Magento etc



Quikr.com (Lower Parel)

• Mumbai

• Senior Customer service specialist

  • Sep 2013 - Apr 2015

  -Communicating courteously with customers by telephone, email - Investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by the clients and other sources - Keeping accurate records of discussions or correspondence with customers - Developing customer service procedures, policies and standards for your organization or department - Learning about your organization’s products or services and keeping up to date with changes - Resolving the complaints of the clients. - Strong interaction and follow up with internal team. Show less



Ebay.in (Arvato Bertelsmann)

• Mumbai

• Customer Service Representative

  • Dec 2011 - Apr 2013

  - Worked in billings and collections process - Passing credit to seller's monthly invoice (Credit fees, promotional offer credit, final value fee credit, any wrong fee charged, etc) - Sending entire invoice breakup to seller through mails - Calling sellers if they have any queries in their invoice when required - Training new Joiners about Collection process - Reporting the collection daily calls made by team to eBay client - Attending escalations from customer support if sellers are disputing on invoice charges, etc Show less



Reliance Broadband

• United States
• Telecommunications
• 1 - 100 Employee

• Customer Service Executive

  • Oct 2010 - Sep 2011

  -Attending incoming service calls - Customer service - Updating customers about network changes, if there is any work issue in their localities. - Launching customer's complaint to network department and giving solution within 24 hrs - Escalation of unresolved complaints to higher departments - Helping them to know about charges of installing new Broadband and Fix line phone connection -Attending incoming service calls - Customer service - Updating customers about network changes, if there is any work issue in their localities. - Launching customer's complaint to network department and giving solution within 24 hrs - Escalation of unresolved complaints to higher departments - Helping them to know about charges of installing new Broadband and Fix line phone connection



Aviva

• United Kingdom
• Financial Services
• 700 & Above Employee

• Recruitment Officer

  • Jun 2010 - Sep 2010

  Recruitment of new resources as per the requirement of the Process - Visiting colleges, private classes, etc and hiring fresher candidates who can work part time and Generate insurance leads for the company Recruitment of new resources as per the requirement of the Process - Visiting colleges, private classes, etc and hiring fresher candidates who can work part time and Generate insurance leads for the company