Hi, I’m
AMBIKA ARORA
Sandown,Hampshire
Summary
Overall experience of +15 years in contact centre industry in various roles including voice inbound / outbound debt collections, customer service operations and quality assurance support in line with organisational vision & goals.
Hardworking and proactive individual committed to improving customer service, loyalty and satisfaction. One who applies resourceful and logical thinking approach to problem-solving and resolves complex issues swiftly. Approachable communicator, confident in providing superior levels of customer care.
Overview
16
years of professional experience
Work History
EXL Service.com (I) Pvt LtdNoida, Uttar Pradesh, India
Quality Assurance Analyst
07.2017 - 06.2023
Job overview
- Transaction quality audit support for voice calls with Field Representatives (UK Leading Utilities client)
- Created and achieved product quality objectives and met product specifications through coaching and feedback to achieve desired levels of performance on calls
- Reviewed project requirements to uncover bugs and resolve issues within a timely manner.
- Wrote, edited and updated project manuals and technical documentation that was used by the QA team through weekly / monthly reporting for clients
- Generated insights through audits to improve business processes and customer service standards
EXL Service.com (I) Pvt Ltd.Noida, Uttar Pradesh, India
Senior Customer Service Executive
04.2012 - 06.2017
Job overview
- Voice inbound calls support for Field Representative with leading UK Utilities client
- Resolved general enquiries by phone & emails
- Optimised service quality by ensuring up to date knowledge about company products, services and policies.
- Overcame customer objections by troubleshooting issues to determine suitable solutions.
- Developed and shared successful customer stories and case studies to promote marketing activities.
Barclays Shared ServicesNoida, Uttar Pradesh, India
Senior Customer Service Advisor
05.2011 - 12.2011
Job overview
- Voice Inbound line for banking customers
- Responded to customer requests with friendly, knowledgeable service and support.
- Liaised between customers and internal departments to address and resolve customer service concerns.
- Followed up on unresolved customer issues to research and correct problems.
- Investigated and resolved customer inquiries and complaints with empathy.
EXL Service.com (I) Pvt Ltd.Noida, Uttar Pradesh, India
Customer Service Representative
04.2007 - 06.2010
Job overview
- Voice Inbound & Outbound Line Debt collections with leading UK Utilities Client
- Understanding customer financial vulnerabilities and proposed the best suited payment plans to reduce debt and meet organisational collection goals.
- Handled customer complaints, providing appropriate solutions to guarantee positive outcomes.
- Assisted customers with varying questions using product knowledge and service expertise.
- Resolved customer issues effectively, using strong interpersonal skills and conflict resolution techniques.
- Answered customer telephone calls promptly and improved on-hold wait times.
Education
North Bengal UniversityWest Bengal, India
Bachelor of Arts from English (Language & Literature)
09/2004 - 06/2007
Skills
- Oral and written communication
- Report delivery
- Quality Assurance
- Process implementation
- Complaint handling
- Telephone skills
- Strong customer service orientation
- CRM database management
- GDPR compliance knowledge
- Inbound / Outbound call handling
- Debt Collection Strategy
- Six Sigma Methodologies (Lean)
Timeline
Quality Assurance Analyst
EXL Service.com (I) Pvt Ltd
07.2017 - 06.2023
Senior Customer Service Executive
EXL Service.com (I) Pvt Ltd.
04.2012 - 06.2017
Senior Customer Service Advisor
Barclays Shared Services
05.2011 - 12.2011
Customer Service Representative
EXL Service.com (I) Pvt Ltd.
04.2007 - 06.2010
North Bengal University
Bachelor of Arts from English (Language & Literature)
09/2004 - 06/2007
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