Jyothi Ammu R

Responsibilities:

• Responded to customer inquiries and resolved complaints via phone, email, and chat .
• Maintained accurate records of customer interactions and transactions
• Routinely collaborated with other departments to address customer concerns - Complied with company policies and procedures to ensure customer satisfaction.
• Successfully resolved over 90% of customer complaints within 24 hours.
• Created and implemented a new feedback survey to measure customer satisfaction.
• Consistently exceeded monthly customer service goals, resulting in positive recognition from management

• • Advise customers on bank services for their needs e.g. loans and credit cards
• • Manage customer bank accounts open, close and oversee transactions
• • Resolve issues with banking services and accounts
• • Reach out to potential customers to generate new business
• • Present financial products and services to existing and prospective customers
• • Perform administrative duties e.g. entering data into banking software
• • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

• Expediting correction or adjustment.

• Following up to ensure resolution. Manage large amounts of incoming phone calls

• Generate sales leads
• Identify and assess customers' needs to achieve satisfaction
• Build sustainable relationships and trust with customer accounts through open and interactive communication
• Provide accurate, valid and complete information by using right methods/tool.
• Meet personal/customer service team sales targets and call handling quotas
• Handle customer complaints, provide appropriate solutions and alternatives within time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Take extra mile to engage customers.
• Maintained 10 minute call time by using strong listening, consultative and problem-solving abilities and using scripted sequences to address all concerns.
• Helped 40+ customers per day in high-volume setting and exceeded 90% quality target on consistent basis.

• Increased repeat business, fostering strong relationships with clients through exceptional service delivery.
• Implemented feedback-driven improvements for enhanced overall customer experience.
• Communicated with customers to identify needs and expectations.
• Provided customers with updates and periodic statements on service developments and changes in trends.
• Took ownership of customers issues to follow problems through to resolution.
• Provided excellent customer service by efficiently resolving issues and responding to inquiries.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.