My responsibilities include • Regularly interacting with clients through telephone calls, email communications, or face-to-face meetings.• keeping accurate correspondence records• meeting regularly with management• updating client details• Identifying ways to overcome clients' dislike • develop strategies for improving customer services• timely solutions to client’s problems• build sustainable and continuous relationships with clients• show initiative and drive when dealing with client requests• Responding to client inquiries in a timely and professional manner.• Communicate with the clients on pending payments• Work on Utilization Certificates along with the client and accounts team• Training and providing overall guidance to other colleagues • collaborating with the relevant departments to better address client needs, • provide regular updates to higher management• Create Monthly, Quarterly and Annual Progress Reports, • Project and Program Analytical Reports, • Monthly or Quarterly Project Review Presentations.• Writing Creative Articles and posts for Social Media Platforms• Building Student/Client Case Studies• Internal MIS, Document and Database Repository Management• Creating MOUs and Addendums as per project requirements• Planning volunteering sessions with client volunteering sessions• Interacting with various teams to have effective Volunteering Sessions

Trained more than 1000 participants on different topics related to their jobs and professional life. Creating reports on individual performance of the participants, feedback given on areas of improvement. Created modules for training as per requirement.

Responsible for researching and resolving customer billing inquiries regarding merchant disputes, maintaining cardholder satisfaction and reducing losses to the bank. Working in a high volume, fast-paced production environment. Evaluating cardholder-initiated disputes through call center referrals and written correspondence/email relating to these inquiries, with an emphasis on engaging conversations with Chase cardholders. Resolutions are provided to the customer either by telephone or by sending written correspondence within targeted delivery time frames. Also assisted Team Leaders in recruiting employees and training employees on process related topics.

Monitoring calls and providing feedback to ensure enhanced customer experience. Coaching and Training front line advisors to provide correct resolution and quality service. Bottom Quartile management – Quality and C-Sat. Conducting Refresher training on Soft Skills, Product and Process. Generating reports relating to team and process performance. Analyzing areas of improvement and implementing corrective / preventive action plan. Ensuring calibration within Quality team and with Operations team via weekly calibrations and TL and QC audits. Feeding suggestions to Business based on customer feedback. Projects/Initiatives: Launched “Quality observations” in Billing and “Daily Mirror” in Collections, to share Process updates, common areas of improvement and action plans to help the process perform better on Quality and C-SAT. Achievements: Successfully piloted the new Quality Form for Customer Service and worked with the team to exceed the targets within the pilot phase of 2 ½ months.

Handle customer inquiries, complaints, billing questions and payment extension/service requests. Calm angry callers, repair trust, locate resources for problem resolution and design best-option solutions. Interface daily with internal partners in accounting, field services, new business, operations and consumer affairs divisions.Key Accomplishments:Managed a high-volume workload within a deadline-driven environment. Resolved an average of 550 inquiries in any given week and consistently met performance benchmarks in all areas (speed, accuracy, volume).Became the lead “go-to” person for new reps and particularly challenging calls as one of the company’s primary mentors/trainers of both new and established employees.Helped company attain the highest customer service ratings (as determined by external auditors) — earned 100% marks in all categories including communication skills, listening skills, problem resolution and politeness.Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in performance evaluations.Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity.

Researched and responded to telephone and electronic inquiries from customers. Handled various complaints from customers. Entered inquiry data to the tracking systems. Handled situations that require extensive research. Investigated and routed complaints from national/ local regulators and consumer to appropriate office for resolution.

Took inbound calls for providing service and product information. Provided callers with information on internet packages and promotions. Resolved customers’ technical issues over the phone. Generated tickets for problems that cannot be resolved over the phone. Made sales calls for soliciting business from new customers. Up-sold services to existing customers. Maintained call logs