Kritika Raj Singh Sengar
Dubai
Summary
Proven Customer Service Representative with a track record of enhancing customer satisfaction and loyalty at Tech Mahindra. Skilled in conflict resolution and customer relationship management, adept at leveraging problem-solving abilities and technical support knowledge to exceed performance metrics. Demonstrated success in improving user experience and contributing to sales growth through effective complaint handling and product knowledge. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Tech Mahindra
05.2022 - 01.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Customer Service Representative
Hinduja Global Solutions
10.2019 - 12.2020
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Customer Service Representative
One Point One Solutions
02.2018 - 10.2018
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Processed customer service orders promptly to increase customer satisfaction.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Sales Associate
Tanisha Systems
03.2017 - 10.2017
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
- Provided positive first impressions to welcome existing, new, and potential customers.
Administrative Executive
Truely Marry
03.2015 - 03.2017
- Collected data, input records, and protected electronic files.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues in a timely manner.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Collaborated with cross-functional teams to achieve organizational goals, fostering a positive work environment.
- Oversaw inventory management, maintaining optimal supply levels while minimizing waste and unnecessary expenses.
- Reduced operational costs with thorough budget analysis and expense tracking, optimizing resource allocation.
- Planned and executed events for employees and clients and managed logistics and vendor relations.
- Maintained protocol throughout routine work days and special events.
- Facilitated communication between departments, maintaining open lines of dialogue for better collaboration on projects.
Education
Bachelor of Arts - Arts And Entertainment Management
Chattrapati Sahu Ji Maharaj University
Kanpur India05.2023
Skills
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Conflict Resolution
- Microsoft Excel
- Complaint resolution
- Complaint Handling
- Professional telephone demeanor
- Customer satisfaction measurement
- Client Relations
- Microsoft Outlook
- Call Center Operations
- Call Management
- Follow-up skills
- Scheduling
- Paperwork Processing
- Product Knowledge
- Documentation
- Administrative Support
- Customer Relationship Management (CRM)
- Technical Support
- Building rapport
- Staff Training
- Live chat support
- Clerical Support
- Dispute Resolution
- Filing
- Multi-line phone talent
- Product and service solutions
Languages
Hindi
Bilingual or Proficient (C2)
English
Advanced (C1)
Timeline
Customer Service Representative
Tech Mahindra
05.2022 - 01.2023
Customer Service Representative
Hinduja Global Solutions
10.2019 - 12.2020
Customer Service Representative
One Point One Solutions
02.2018 - 10.2018
Sales Associate
Tanisha Systems
03.2017 - 10.2017
Administrative Executive
Truely Marry
03.2015 - 03.2017
Bachelor of Arts - Arts And Entertainment Management
Chattrapati Sahu Ji Maharaj University
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