Himani
Greenford, London
Summary
Proven leader with a track record of elevating customer satisfaction and operational standards at Tortilla. Skilled in strategic planning and customer relationship management, I excel in teamwork, staff training, and performance evaluation. Leveraged computer skills and MS Office to enhance efficiency, achieving significant improvements in team accountability and safety compliance.
Overview
4
4
years of professional experience
Work History
Supervisor in Training
Tortilla
01.2023 - Current
- Maintained high operational standards with regular team reviews.
- Elevated customer satisfaction with timely and effective problem-solving.
- Set clear expectations for team members, enhancing accountability.
- Improved safety standards by conducting thorough inspections and enforcing strict compliance with regulations.
- Achieved operational excellence through consistent monitoring and evaluation of team performance.
- Increased customer satisfaction with effective communication and timely resolution.
Debt Recovery Specialist
Midland Credit Management
05.2022 - 10.2022
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Trained new team members on scripts, company services, and collection strategies.
- Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
- Maximized revenue generation through consistent follow-up on accounts, applying persistence and professional communication skills to secure payments from unresponsive debtors.
- Ensured compliance with federal and state regulations in all debt collection activities to maintain the company''s reputation and legal standing.
Customer Executive
ADP
09.2021 - 04.2022
- Reduced response times by implementing effective ticketing systems for handling inquiries, resulting in increased efficiency and client satisfaction.
- Initiated customer pricing changes in SAP system.
- Streamlined communication with customers using CRM tools to manage accounts and track interactions efficiently.
- Submitted reports to management outlining calls made, queries received and issues resolved and uploaded KPI reports into Service Cloud system.
Customer Service Executive
Tech Mahindra
10.2020 - 08.2021
- Maintained a professional demeanor while managing high-volume inbound calls, ensuring prompt resolutions.
- Identified key improvement areas by assessing customer feedback.
- Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Coached and mentored junior team members, contributing to their professional growth and development.
Education
Master Of Science - Data Science
Coventry University
Coventry, United Kingdom03.2024
Bachelor Of Technology - Computer Engineering
University Of Petroleum And Energy Studies
Dehradun, India05.2019
Skills
- Teamwork and collaboration
- Staff training
- Computer skills
- Documentation and reporting
- Customer relationship management
- Strategic planning
- Task delegation
- MS office
- Performance tracking and evaluation
Timeline
Supervisor in Training
Tortilla
01.2023 - Current
Debt Recovery Specialist
Midland Credit Management
05.2022 - 10.2022
Customer Executive
ADP
09.2021 - 04.2022
Customer Service Executive
Tech Mahindra
10.2020 - 08.2021
Master Of Science - Data Science
Coventry University
Bachelor Of Technology - Computer Engineering
University Of Petroleum And Energy Studies
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