Summary
Overview
Work history
Education
Skills
Languages
Timeline
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Cynthia Das

Cynthia Das

Sharjah

Summary

Ikea - Alfuttaim , Dubai Oct 2018 - Present

Responsible and dedicated customer service team member with proven multitasking and organizational skills. Polite and professional person with strong communication and multitasking skills. Experienced in resolving customer complaints within company guidelines and using own initiative. Implements customer follow-up to uphold service standards and guarantee customer satisfaction.

Overview

19
19
years of professional experience
2003
2003
years of post-secondary education

Work history

CUSTOMER SERVICE ASSISTANT EXR

Ikea - Alfuttaim
Dubai, UAE
10.2018 - 12.2024
  • Job involves with assisting customers who comes to store to exchange and returns items
  • Assisting users with any product related queries and providing assistance to resolve it
  • Raising or creating CRM case for customer related queries\complaints( including warranties & other miscellaneous issues) and assigning to relevant team
  • Updating holding journal report
  • Helping tourist customer with vat refund process
  • Helping customer with creating vat invoice under company name
  • Preparing schedules and updating Time acceptance for the team on a weekly basis.

CUSTOMER RELATIONS ADVISOR

Tech Mahindra
09.2015 - 09.2017
  • Receiving mobile/internet related queries like billing information, value added services, available upgrades, etc from clients through email, phone, chat
  • Understanding and identifying issues to provide a responsible and systematic resolution
  • Addressing customers issues within a set time frame to give clients a happy experience
  • Following up with users for unsolved issues and keeping them posted through timely contacts
  • Maintain customers focus at all times and answer to customers enquiries using the company set guidelines
  • Educate clients with regards to new offers, products and services offered by the company
  • Asking feedback/areas of improvements from clients and providing it to the managers for consideration
  • Training and coaching new trainers to provide a good and healthy competition

SR. ASSOCIATE

Radius
09.2014 - 06.2015
  • Handing credit card accounts of corporate clients
  • Providing details to the clients regarding their card outstanding, card limit, bill due dates, etc
  • Maintaining users profile and making changes to it, whenever required
  • Addressing outstanding accounts that are 30+ days delinquent
  • Onboarding new corporate and briefing them about the credit card usage policy
  • Providing timely offers and update available on the card
  • Collecting data from colleagues for card defaulters and providing to the managers for the next course of action
  • Assisting new recruits by coaching and mentoring them
  • Meeting stringent time sensitive deadlines

SR. TECHNICAL SUPPORT OFFICER

HP company
04.2006 - 04.2014
  • Supporting corporate clients based globally for any technical issues pertaining to their laptops and desktops
  • Providing technical resolution for software-based applications like Windows OS, MS office tools including Outlook, excel and word, VPN and Mainframe
  • Helping users with issues related to client specific applications
  • Managing and assigning tickets created to correct support team for a timely resolution
  • Creating severity incident tickets for outages, failures
  • Managing Incident tickets and assigning to the teams for a resolution
  • Handled issues related to server outages and malfunctions faced by the clients
  • Handling incident tickets created during client monitoring
  • Seeking resolution by contacting the appropriate teams
  • Hand-holding customers and step-by-step Issue resolution
  • Providing System configuration and Upgrade information's
  • Meeting Client metrics consistently on regular basis, based on which Agent performance is tracked (Stack Ranking, Weekly)
  • Adapting Multitasking methods to resolve the technical issues while maintaining call handled time as specified by the clients
  • Excellent verbal and written communication skills
  • Fluent in English & Hindi

Education

H.S.C -

ST. ANNE'S COLLEGE
Mumbai, Maharashtra

S.S.C - undefined

ST ANTHONY'S SCHOOL
Mumbai, Maharashtra

Skills

  • Customer engagement
  • Initiative taking
  • Time Management
  • Multi-tasking
  • Team player
  • People Management

Languages

English
Hindi

Timeline

CUSTOMER SERVICE ASSISTANT EXR

Ikea - Alfuttaim
10.2018 - 12.2024

CUSTOMER RELATIONS ADVISOR

Tech Mahindra
09.2015 - 09.2017

SR. ASSOCIATE

Radius
09.2014 - 06.2015

SR. TECHNICAL SUPPORT OFFICER

HP company
04.2006 - 04.2014

S.S.C - undefined

ST ANTHONY'S SCHOOL

H.S.C -

ST. ANNE'S COLLEGE

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