Motivated customer service team member eager to streamline operating procedures to maximize team efficiency and customer satisfaction. Specializes in quality, speed and performance improvements
Hi, I’m
Soniya Sasne
Romford,Havering
Summary
Overview
5
years of professional experience
Work history
Royal Institute of British ArchitectsCity of London, England
Customer Service Advisor
08.2022 - 09.2023
Job overview
- Responded to customer requests with friendly, knowledgeable service and support.
- Handled requests with friendly, knowledgeable service and support, continually achieving positive customer feedback.
- Offered prompt solutions to maintain customer satisfaction.
- Adhered strictly to policies and procedures for continued company compliance.
- Offered detailed advice on product and service benefits.
- Participated in staff meetings to discuss new developments.
- Troubleshot glitches and provided techniques to smooth workflow for customers.
- Practiced cross-selling techniques to showcase other products and services.
- Liaised with team to develop strategies in improving customer service.
AmdocsPune, India
Service Desk Analyst
01.2015 - 04.2019
Job overview
- Explained technical information to non-technical users with clear, verbal and written communication.
- Identified fault trends and proactively sought ways to prevent future problems.
- Contributed to knowledge base by maintaining accurate records of resolution of complex solution level faults throughout ticket lifecycle.
- Provided remote first and second line technical support to 30 users daily.
- Handled confrontational customers and applied appropriate de-escalation strategies.
- Captured and recorded key information when conducting issue investigations.
- Carried out routine collection of information, reporting and escalating unforeseen and exceptional events.
- Provided first-line diagnosis of incidents and service requests to implement solutions.
- Assisted in pre-release testing, providing feedback on success criteria.
Education
University of WestminsterLondon
Master of Science from Project Management
09.2020 - /2021
University overview
Skills
- Dispute resolution
- Lead management
- Customer experience
- Microsoft Office Suite
- Office 365 usage
- Training programmes
- Customer retention
- Shift planning software
- Operations management
- Cost-effective budget control
- Team development strategies
- Team supervision
- Process improvement
Languages
English
Fluent
Hindi
Advanced
Marathi
Native
Timeline
Customer Service Advisor
Royal Institute of British Architects
08.2022 - 09.2023
University of Westminster
Master of Science from Project Management
09.2020 - /2021
Service Desk Analyst
Amdocs
01.2015 - 04.2019