Summary
Overview
Work History
Education
Skills
Timeline
Generic

Hima Goel

Customer Support Lead
Mechanicsville,VA

Summary

Proven leader in customer support with a track record of enhancing customer satisfaction and team productivity at Estes Express. Skilled in team management and proficient in MS Office Suite, I excel in driving performance improvements and fostering strong client relationships. Achieved significant customer retention through strategic support and effective coaching, demonstrating exceptional interpersonal communication and leadership.

Overview

4
4
years of professional experience

Work History

Customer Support Team Leader

Estes Express
Richmond, VA
11.2023 - Current
  • Managed emergency situations effectively, coordinating with the appropriate team members to quickly address and resolve any customer issues.
  • Maintained close relationships with key clients through frequent check-ins and updates on their account status or ongoing support requests.
  • Led a team of customer support agents, ensuring high-quality service delivery and efficient problem resolution.
  • Developed and implemented performance metrics to measure success, driving continuous improvement in customer support operations.
  • Improved customer satisfaction by effectively resolving escalated issues and providing timely feedback.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Audited customer support procedures and collaborated regionally to promote standardization across offices.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Discovered and resolved complex customer issues to reduce negative impact to business outcomes.
  • Created customer support strategies to increase customer retention.
  • Analyzed reports, surveys and vendor relations and completed support assessments to improve first call resolution.
  • Assessed reports, monitored calls and analyzed vendor relationships to identify process improvement opportunities.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Managed customer service effectiveness by monitoring performance and assessing metrics.
  • Monitored employee performance to identify areas for improvement and additional training needs.
  • Built strong relationships with field operations team to support business development opportunities and improve service.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
  • Fostered a culture of accountability among team members by setting clear expectations around performance targets tied to SLA goals.

Mortgage Customer Service Representative

Truist Bank
07.2021 - 10.2023
  • Developed strong relationships with clients, fostering trust and loyalty through consistent communication and transparency.
  • Assisted clients in navigating online platforms for easy access to account information.
  • Streamlined the loan application process for clients by guiding them through necessary documentation and requirements.
  • Utilized advanced software programs to streamline task completion timeframes while maintaining accuracy.
  • Promoted positive brand image by delivering an exceptional customer service experience through active listening, problem-solving skills, and genuine care for client needs.
  • Ensured accuracy in data entry tasks, minimizing errors that could result in costly delays or misinformation within the mortgage process.
  • Improved customer satisfaction by promptly addressing and resolving mortgage-related inquiries and concerns.
  • Coordinated with third-party vendors such as appraisers or title companies to ensure smooth transactions.
  • Reduced customer complaints by providing clear explanations of complex mortgage concepts and terminology.
  • Managed high call volume while maintaining professionalism and empathy towards distressed customers facing foreclosure or other challenges.
  • Provided exceptional support to loan officers, assisting with client meetings, documentation preparation, and loan closing coordination.
  • Contributed to team success by sharing industry knowledge, best practices, and problem-solving techniques during staff meetings.
  • Educated borrowers regarding various mortgage products available to help them make informed decisions about their home financing options.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Trained staff on operating procedures and company services.
  • Trained new personnel regarding company operations, policies and services.
  • Used computer software programs such as MS Office 365 Suite like Excel, Access to facilitate maximum productivity.
  • Improved overall workflow efficiency within the office by implementing new organizational systems for files and documents.

Customer Service Executive

Ambe Sun Bright India
05.2020 - 06.2021
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • 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.
  • Expertly navigated escalating situations, leading to resolutions that satisfied both clients'' needs while adhering to company policies.
  • Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Managed timely and effective replacement of damaged or missing products.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Education

MBA - International Business And IT

IMT
India
05.2001 -

Skills

Team Management

Customer Relations

Cash Handling

Interpersonal communications

Client Engagement

Coaching and Mentoring

Account Management

Training and coaching

Proficient in MS Office Suite

Team Leadership

Multitasking

Performance Management

Recruitment

Productivity Improvement

Timeline

Customer Support Team Leader

Estes Express
11.2023 - Current

Mortgage Customer Service Representative

Truist Bank
07.2021 - 10.2023

Customer Service Executive

Ambe Sun Bright India
05.2020 - 06.2021

MBA - International Business And IT

IMT
05.2001 -

Similar Profiles

CREATE PROFILE
Hima GoelCustomer Support Lead